Visebility
Member Since: 5th Feb 2014
Blogger
Charlotte Waller has been working in the online marketing arena for five years. Having acquired a wealth of experience managing customer service online via her clients, she has an in-depth knowledge of the online customer service experience and how to optimise and manage this using free and paid tools. Her clients have worked with a number of major brands and as such, she can provide a rounded opinion on customer service across the whole spectrum, from large eCommerce clients to smaller consulting firms.
Outside of the online world, Charlotte recently completed the "7 on 7" challenge, running a marathon on each of the seven continents over a period of eight years. To date she has completed 9 marathons, placing third in the Antarctic Ice Marathon in December 2013. Her completed marathons are as follows: Antarctica, Santiago, Milan, Nagano (Japan), Marrakech, Chicago, Sydney, London and Berlin.
She is currently considering burning her running shoes...
My answers
With reference to the section on minority report - from the marketers side with remarketing, they love it. But from a consumer side, I've not heard one person who doesn't find it "creepy" that a site they visited once is now following them around and showing them ads. It's incredible technology - but there's definitely a hint of uneasiness there... although perhaps that's only slight in comparison to the "Wow of Now" effect - we really do love our modern culture!
Love the detail in this - great read.
It looks like social media complaints make up a pretty small portion of overall complaints, some interesting comparisons between the US and UK there - one thing it looks as if we both agree on is that we hate being kept on hold and asked to repeat our problem!
It's an eye opener to see how many people are willing to complain - customer service is such a crucial part of business management.