Daily Archives: 23 April, 2013

Little problems cause biggest customer frustrations [infographic]

Businesses often strive for customer loyalty, but little frustrations such as poor service, lack of integration between online and offline stores, and purchases requiring too much effort on the consumers part have caused them to take their business elsewhere.

Consumers are not just stuck to shopping at one store or using one service provider, meaning they can be choosy about where they buy their goods, and 58% of customers have terminated contracts or changed suppliers because of continued service failings, showed a survey by Redwood.  Read More »

Facebook’s Graph Search – is it a bust or boom for e-commerce?

Mark Zuckerberg at Facebook Graph Search launchAs the CEO of an e-commerce business with over 2,000 shops on Facebook, I have a unique perspective on Facebook selling. After two years of testing, my company sees fewer sales from our global Facebook presence than from orders originating in New Zealand, where we don’t have a marketing or sales presence, or a country-specific website. Quite frankly, Facebook has been underwhelming for sales generation.

Facebook, in its current form, is not the answer that e-commerce is hoping for.  Consumers visit Facebook for social reasons and do not want their social time interrupted with companies trying to sell to them. It would be taboo in most social settings or would you tolerate a business trying to sell to you while you’re enjoying a nice pint with friends in a bar? Read More »

Twitter signs major advertising deal with Publicis Groupe’s Starcom

Twitter has signed its biggest advertising deal to date with an agreement with Starcom MediaVest Group, which is reported to be worth hundreds of million of dollars.

According to a report in the FT Twitter the TV linked deal is another reflection of Twitter’s importance as the second screen and its increasingly symbiotic relationship with television. Read More »

Social news gathering needs proper labelling, not shut down

The criticism of Reddit after the Boston bombs, and an apology by its own editors (since taken down), seem to suggest that social fact checking or news gathering of the sort that took place last week is misguided.  But news reporting has always involved judgment calls about what to publish and when, so why did the activity on Reddit attract such criticism?

Here’s an example of a news report from a very different source,the BBC’s Today Programme on Monday 22 April 2013: “…meanwhile there are unconfirmed reports that the surviving suspect, 19 year old Dzhokhar Tsarnaev, has regained consciousness and has begun to answer questions sporadically using a pen and paper… a week on from the carnage the brothers allegedly wreaked, a minute’s silence will be held in Boston today, at the moment the bombs exploded.”  Read More »