Twitter and social media are redefining the concept of customer service. Twitter has carved out a niche as being at the sharp end of social customer support. Partly, this is due to its real-time nature, and partly it’s because Twitter is also one of the main places where today’s brands who fail their customers come under the most vocal and sustained attacks.
Live streaming video is the new frontier in social media and the next step in content delivery, offering no lag and instant, live engagement. It is a great way for retailers to interact with their customer audience in real time; and you can also broadcast to a global audience!
Social media sites such as Twitter and Facebook have progressed to become more than platforms for marketing and advertising. Increasingly, they are also effective and important channels through which consumers receive customer service. According to J.D.
For a few years now, social media has completely changed the business environment and redefined the way businesses communicate. Retail is a social activity, so it comes as no surprise that the retail industry was one of the first adopters of social media.
Mobility has emerged as a major disruptor in the retail space, changing the way employees work, collaborate and connect with the end customer. Considering that more than 80% of consumers research a product prior to entering the store and over half of these (42%) find it helpful if a physical store knew about their online research first, the ability to leverage insights about the customer and deliver an exceptional customer experience will set retailers apart.
The retail sector is in a period of renewal and reinvention. A major demographic swing is underway, with Millennials replacing Baby Boomers as the dominant generation retailers must cater to.
The explosion of mobile applications has resulted in new, more complex buyer journeys and purchasing behaviors. Today's digital shopper often leverages the in-store and online shopping experience simultaneously.
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