Well, well, well. MarketingWeek reported that Ryanair, the (in)famous low cost airline often criticised for appalling customer service, is recruiting a Marketing Director. The job advert specifies that the post holder will be in charge of promoting the company’s safety, customer service and low fare messages. Yes, that’s right: customer service. Maybe O’Leary is reading … Continue reading Even Ryanair needs to do something about customer service
Tag: Customer service
The importance of structure in Social Media interactions with customers
Research into customers’ expectations when it comes to interacting with firms on social media reveals a strong preference for formal exchanges. This finding may be puzzling, given the very informal nature of interactions on social media. Though, it mirrors the findings from research looking at offline interactions between customers and firms. There is also a documented … Continue reading The importance of structure in Social Media interactions with customers
How should organisations respond to brand related comments on social media?
I wrote a guest post for OxonDigital, outlining findings from my research project on customer service via social media. The full findings are published on the Journal of Marketing Management (Paywall). OxonDigital is a network that brings together Digital Marketers based or working in Oxfordshire. It organises informal get togethers and encourages the sharing … Continue reading How should organisations respond to brand related comments on social media?
Good experiences vs. good memories
I recently came across ‘Random Assignment’, a fabulous blog looking at the application of social psychology in daily life (interesting topics and very accessible writing – consider following it). One of the posts had a link to this presentation by Professor of Psychology Paul Rozin: Professor Rozin applies insights from psychology to understanding what makes … Continue reading Good experiences vs. good memories
Evidence that customers use social media strategically to get firms’ attention
With social media users routinely posting online about their consumption experiences – good and bad – there is much scope for conversations between firms and their customers. Unfortunately, this includes much room for disastrous interactions that damage customer goodwill, can generate into public relations nightmares and produce costly damage for the firms. As part of … Continue reading Evidence that customers use social media strategically to get firms’ attention
Ana Canhoto 