WebProNews

Poor Customer Service Holding Back E-Commerce Sales

Earlier this month comScore released its Q2 retail e-commerce sales estimates, which indicated that US online retail spending dropped from the same period from last year. This is only the second time that has happened.

What Works on Twitter May Work on Your eCommerce Site

A while back, I wrote a piece on a company called IMShopping, which was using Twitter for a fresh approach to eCommerce. Essentially what the company was doing was using a Twitter account to answer questions consumers have about products they are seeking, aiming to bring a human element often lacking in the online retail world.

Using Twitter for a Fresh Approach to eCommerce

WebProNews looked at some interesting research from Forrester and Shop.org this week, which indicated that while online retail sales have been increasing, those for the majority of web-only businesses have actually remained flat or on the decline. One startup launching this week thinks injecting a little human touch into eCommerce can be a way to combat this. Naturally, Twitter is the medium the company's using to do this.

Google Needs Customer Service Brilliance Too

The problem with being a dominant company comes when one treats customer service as another expense.

Zappos Will Pay You To Quit

As this past year at Yahoo! has been my first year working for what I’d consider to be a large company, I’ve become more interested in strategies around running and operating companies efficiently. My past experiences have been with startups or small companies where a lot of the challenges that larger companies face don’t exist.

Social Media Important In Purchasing Process

The term "social media" might conjure up images of tossed sheep or sparkly profile pages, but a new study proves businesses need to take it seriously.  Consumers are quite willing to both share bad experiences and learn about what's happened to others.

Customer Service Makes A Showing On Social Networks

Do you use the web to complain about poor customer service? (Maybe I should say "thanks," because you keep me busy with reputation management clients). Well, if you do, you’re not alone. According to a new study by Society for New Communications Research 59% of respondents said they regularly use social media to "vent" about a poor customer service experience.

Three Steps To Fix Google Customer Service

When it comes to taking care of customers, there are no mysteries; only the desire to invest in and support an effective customer service presence stands between companies like Google, and the joy they can deliver to people.

Consumers Intolerant Of Ecommerce Failures

Around 87 percent of consumers conducting transactions online have experienced problems according to a survey commissioned by Tealeaf and conducted by Harris Interactive.

The Best Defense Against Bad Word of Mouth

Uber customer service snafus like Jet Blue aside, a business is bound to catch a customer on a bad day – or vice versa. This can spawn a fiery blog post which, in plain view of Google, can morph into an issue with “negative fiscal ramifications” for the business in question.