The Super Bowl and the Battle for Attention

The Super Bowl isn’t just a sporting event; it’s a major marketing battleground. Brands like Verizon, Paramount+, and Budweiser showcased during Super Bowl 2024 how creative, timely ads can capture attention and dominate online conversations.

The Importance of Social Media Monitoring

These brands understand the importance of creating content that resonates with viewers, leading to significant mentions and interactions on platforms like Twitter and Instagram. The most talked-about ads and their sentiments are interesting to analyze. Sprinklr has created a fantastic live dashboard for this. 

The Importance of Listening on Social Media 

Beyond the spotlight of such events, it’s crucial for businesses to continuously listen to what customers say about their products and services. This ongoing monitoring process offers invaluable insights for steering product development, improving customer service, and adjusting marketing strategies. Listening is not just about gathering data, but understanding the emotions and opinions behind it. 

Responding and Engaging in Dialogue 

Engaging in dialogue with customers isn’t just about responding to direct questions or complaints. It’s about building a relationship, showing empathy, and valuing every piece of feedback. This not only creates loyalty but can turn customers into brand ambassadors. The importance of this was evident in the Super Bowl campaigns, where audience interaction played a key role in the success of the brands. 

Adapting to Changing Social Media Trends 

The dynamic nature of social media requires businesses to stay flexible and alert. What works today may be outdated tomorrow. This means regularly evaluating and adjusting strategies to align with the latest trends and customer preferences, including how they respond to feedback and interactions on social media.  

The Importance of Listening: The Bud Light Case 

In 2023, Bud Light faced significant financial consequences from a campaign perceived as controversial by some fans, leading to a boycott. A seemingly small action of sending personalized cans to influencers, including a transgender woman, sparked major social media uproar that extended to the offline world. This event illustrates how quickly public perception can shift and the importance of prompt, appropriate responses to negative feedback. It also highlights the necessity of understanding public sentiment and effective crisis management on social media. 


Would you like to know more about online customer contact?

Or are you looking for a partner for your customer contact services?

Read more

Stay up to date with the news, the insights and the latest events at RIFF

How Contact Centres Can Embrace GDPR

29 Jan
At the heart of our digital society lies the essential value of privacy, especially in contact centres where a flow of personal data is processed daily. Today, on Privacy Day, we focus on the General Data Protection Regulation (GDPR), a crucial legislation born from the growing need to protect individual privacy rights in an increasingly connected world.
Read more

Holiday Thoughts: Customer Service Trends for 2024

13 Dec
At the office, it might not feel like it yet, but Christmas is fast approaching. Days of wearing ugly sweaters, festive gatherings, and end-of-year meetings are likely already marked on your calendars, sneaking up faster than you realize. And don't forget about planning that Christmas dinner.
Read more

Busy Holidays: Keeping your customer service flexibel and sharp

23 Oct
Holidays are a time when many of us try to get away from it all. But for companies in the holiday industry, such as Schiphol Airport and other travel companies, it means a flurry of activity. Customer service teams can be overwhelmed by an avalanche of questions and problems. As a business, how do you stay calm, keep your customers happy, and your team in good spirits? 
Read more

Scoring with Customers: RIFF’s Strategy from Customer Satisfaction to Long-Term Championship

20 Nov
At RIFF, we distinguish between 'putting the customer at the center' and 'focusing on customer satisfaction'. This approach is pivotal in our outlook on customer service and relationships. Similar to the sports world...
Read more

From script to human: The customer service revolution

31 Oct
The switch to wintertime not only means an extra hour's sleep (or for night-shift workers, an extra hour's work), but also a period of reflection. For example, many people rethink the status of their energy contracts, a process that inevitably leads to contact with a customer service centre...
Read more