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Mind the gap

On almost any given day, social media details some shocking examples of how employees have broken the promises their brands make. From Dave Caroll’s literal “broken promise” experience in “United breaks guitars” to the video of Domino’s employees purposefully contaminating pizzas, lousy customer experiences have caused serious consequences for brands across virtually all industries....

  • 12 Dec, 2013
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Keeping up social customer service SLAs

The demand for social media customer service is so high that brands like Ford have a dedicated Twitter handle for customer service. Even though conventional customer service methods like phone or email support offer real-time SLAs, consumers continue to flock to social media communities with the hope of finding immediate solutions. In a recent survey conducted by Interakt, ...

  • 26 Nov, 2013
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Fashion forward: apps in fashion retailing

If you think apps are only for playing games and scanning QR codes, think again. Several apps in the retail space today take shopaholics on a virtual shopping spree where they can visually explore the stores and try out as many different products as they wish. These apps have succeeded where many others have faltered—making e-commerce a highly personalized, truly interactive experience....

  • 19 Feb, 2014
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Hashtags on Facebook: more than symbolic, good for business.

Facebook’s plan to incorporate hashtags—a  practice popularized by Twitter—looks like a very smart business move, both for the social media giant and its advertisers. Putting a hashtag in front of word or phrase makes it ...

  • 15 Mar, 2013
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Say hello to responsive web design

Two years ago, responsive web design made barely a blip on the digital marketing radar screen. Today, industry analysts and digital marketers sing its praises for providing a rich experience whether the user accesses a website from a desktop, a smartphone, or a tablet....

  • 06 Feb, 2013
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Microsoft has been looking to sell Razorfish, the digital agency it acquired through its $6 billion purchase of ad services holding company aQuantive in 2007. Publicis Groupe, the world’s second largest media agency, ...

  • 11 Aug, 2009
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