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How B2B Brands Can Benefit from Social Listening

Brandwatch CX

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights.

B2B 59
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How B2B brands can benefit from social listening

Brandwatch CX

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They have high volumes of online conversation about them, a dedicated social media team to keep an eye on it, and lots of data to find insights.

B2B 52
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And the Customers Tweeted Happily Ever After

Storyminers

Thanks to social media, you no longer own your story—or your brand. The Apple sales support staff knows the store’s products inside and out, and if a customer wants more training, it’s for sale: $100 for 50 hours, or $2 per hour. Data for Kroger’s revenue per square foot is from 2008. But there’s a problem.

Retail 264
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DO YOU STILL NEED SALESPEOPLE?

ImprintCX Articles

The traditional salesperson role is to navigate the sales process from the manufacturer’s perspective, leveraging knowledge and pricing arbitrage. This power play turned sales into a craft of trickery and deception. The sales funnel, once managed predominantly by salespeople, has become automated and smarter through technology.

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A History of Customer Support Technology

Team Support

Over time, as internet technology advanced and online communication became more sophisticated, live chat evolved to be integrated into various websites for purposes beyond customer support, including sales, lead generation, and general communication. Fun fact: TeamSupport was founded in 2008! Talk to our sales team today.

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Why listening to customers matters in a recession

Thematic

Think surveys, posts on social media, online reviews and chat logs. During the 2008 recession, Starbucks came under threat. An example of a company that successfully leveraged a market gap during the 2008 recession is mens' fashion retailer Bonobos. Let's look at Target during the 2008 recession.

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Customer experience trends engraved in social media channels

Service Untitled

Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service. photo credit: MoritzBarcelona.