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Posts tagged with Customer Service Strategy

The five words that don’t belong in ecommerce customer service

While ecommerce has come a long way in recent years, it still has a long way to go.

One of the main problems with online shopping is that a certain amount of guesswork is always required before making a purchase.

Customers are never quite sure about the quality of an item, since they can’t touch it like they would when shopping in person.

Instead, they are forced to rely on small photos and glib product descriptions.

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Iberia Airlines: nine key elements of local customer service and experience

The Spanish airline Iberia achieved the fastest social media response time of any European airline in 2013: 28 seconds.

Although this may seem like a vanity metric, the result was a complete end-to-end resolution to a query on Twitter.

This is indicative of Iberia’s position as one of the most social companies in the airline industry. Using a ‘human-to-human’ approach, Iberia manages a community of 1.7m followers with more than 1,000 daily interactions.

Speaking yesterday at Our Social Times’ Social Customer Service Summit 2014 was Sara Losa, Iberia’s international marketing manager.