Whitepapers

Social Media Benchmarks in the UK

Social media has become more and more central to the mission of consumer care departments. However the approach to work has evolved differently for different brands – varying levels of shared ownership with marketing and a variety of operating models characterize how brands are responding to consumers online. We conducted a benchmarking study on social care practices in the UK and are pleased to share the findings!

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12 Steps to Help you Prepare for Crises

Unfortunately, most widely distributed consumer brands will face some issue or crisis at least once. A variety of factors contribute to this – ranging from diminishing trust in corporations to the rise of social media and digital news outlets hungry for stories. Still, legitimate brand issues are increasing. Here are 12 tips from our experience as well as lessons learned shared by our clients to help you prepare for your next crisis or issue.

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Empowering Consumer Care to Collect Good Data is Easier than You Think

A key component of the value Consumer Care delivers to their organization requires the collection of good quality data within your contact center. This information can drive product development efforts, focus promotional activities, and mitigate risk from crisis or adverse events. We’ve developed this simple checklist for you to use to assess – and improve – the quality of the data your organization currently collects.

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Use Marketing Data to put a Real Value on your Consumer Engagement

How much is a consumer worth to your brand? Leverage some simple data to calculate a real, credible value that you can use to make decisions and drive investment in consumer relationships.

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