Public Relations & Social Marketing Insight
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Social marketing, PR insight & thought leadership - from The PR Coach
Curated by Jeff Domansky
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How the world orders and delivers in 10 charts

How the world orders and delivers in 10 charts | Public Relations & Social Marketing Insight | Scoop.it
From qz.com - October 18, 2014 10:36 AM

With the rise of e-commerce, more retailers are scrambling to stay ahead of consumers’ evolving  expectations about home deliveries.


To that end, insight into global distance selling sales—sales where customers  purchase items via TV, phone, or internet and have that good delivered to their home—is now a retailer’s best friend. According to market research firm e-Marketer, global e-commerce sales are expected to jump by 20% to $1.47 trillion this year alone, and by 16% next year.


Worldwide delivery company DHL checked the pulse of delivery-based consumers in a survey of over 11,000 people aged 16-64 in 20 countries. Here are its findings in 10 charts:The British and Germans are all about getting goods delivered; Canadians not so much....

Jeff Domansky's insight:

Fascinating research for marketers and retailers.

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Marco Favero's curator insight, October 18, 2014 11:01 AM

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How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) | AllTwitter

How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) | AllTwitter | Public Relations & Social Marketing Insight | Scoop.it
From www.mediabistro.com - August 7, 2013 12:12 PM

What do you do when you have a problem with a brand’s product or service?You go online, right?


You’re not alone. Close to six in ten (57 percent) of customers search for a solution online before taking any further action, and they’re increasingly reaching for a brand’s social media outposts. Almost half of social media users (47 percent) have received customer care on a channel such as Twitter or Facebook, and 37 percent now prefer customer service through social media rather than by telephone.


But brands still have work to do. While 80 percent of Twitter users expect a response to a consumer service enquiry within a day, just 40 percent of tweets to the 25 largest online retailers are answered within 24 hours, and many are ignored altogether....

Jeff Domansky's insight:

More challenges ahead for businesses hoping to deliver "social service" online. Consumer expectations for instant service online are growing exponentially. Not many businesses will be able to deliver consistently and then the online fireworks will start. 

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