Institute of Customer Service reveals ‘average’ customer service on Black Friday costs retailers £1.9 billion

06 December 2017

New research released by the Institute of Customer Service highlights that retailers are potentially missing out on £1.9 billion in future sales by not offering ‘excellent’ customer service on...

5 ways to be more proactive with social customer care

24 November 2017

We recently spoke about some of the key challenges businesses are facing in developing and evolving their social customer service.  At a recent Social Media Forum with UKCCF, delegates took part...

Taking a strategic approach to social customer service

17 November 2017

Sentiment recently hosted a Social Media Seminar in partnership with UKCCF, looking at the challenges facing businesses seeking to optimise their social customer service strategy.

Social customer service optimisation

26 September 2017

Delivering high quality social customer service is key to improving customer satisfaction and increasing loyalty. It’s a vital component of creating competitive advantage. But just creating a...

How to optimise social customer service for the peak retail season

13 September 2017

Last year UK online shoppers spent over £4 billion during the Black Friday/Cyber Monday weekend. This year research is predicting a spend of over £7 billion.  Online retailers need to be ready for...

Should you outsource your social customer service?

22 August 2017

Delivering high quality social customer service is a real challenge for many businesses. Social is a highly visible channel and any mistakes can be costly. Customers expect a speedy, personalised...

How to evolve and improve your social customer service

14 July 2017

Recently Sentiment joined UKCCF to host a special social media seminar designed to help businesses improve the performance of their social customer care programme. Leading brands such as Mazda, ...

Digested read - Hug Your Haters: How to Embrace Complaints and Keep Your Customers

07 April 2016

"Mobile and social technology, sociological and behavioural changes and heightened consumer expectations have radically shifted what it means to provide great customer service, and the resources...

19 social customer care statistics in 90 seconds

12 January 2016

Ok, we've got 90 seconds to show how social customer service is transforming the way businesses interact, and why it can longer be seen as the elephant in the boardroom.

Black Friday - is your brand prepared to stay social all weekend?

06 August 2015

Most consumers are in holiday mode. Most retailers are in Christmas mode and preparing for the peak season. Last year, Black Friday changed seasonal trading patterns in the UK for good. But, its...