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Sprinklr and Twitter Deliver the 2021 Customer Care Report

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Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, partnered with Twitter to publish the report, From AM to DM: Twitter customer care in a 24/7 world. Based on an analysis of nearly half a billion Tweets from the past year, the report identifies the best practices shared across industries for customer support on Twitter.

Sprinklrs analysis found a 15 percent increase in customer care inquiries on Twitter from March to June 2020 during the global coronavirus pandemic. Over 70 percent of millennial Twitter users say theyve used social media to comment on the quality of a companys customer service. So what does it all mean? A strong customer support strategy on Twitter is increasingly important for brands in every industry.

Key Findings

The report analyzed Tweets from brands in 11 different industries to identify the top performing brands practicing customer support on Twitter.

To determine best practices, the analysis relied on a new, robust measure for the quality of customer support on Twitter: The Sprinklr Care Score. This is a system for scoring and ranking brands based on seven weighted indicators of Twitter care performance, including response rate and volume of brand replies.

According to the report, the companies with high care scores demonstrate the following behaviors:

  1. Go beyond expectations. Top brands reply to 8x more Tweets than typical brands on Twitter and receive 10x more mentions because customers know they will address their questions.
  2. Respond quickly. Top brands respond 3x faster than other brands on Twitter. Airlines are most likely to deliver a swift response.
  3. Take ownership of mistakes. 78 percent of retail brand handles that excel at customer support take ownership of customer problems in order to build trust.
  4. Act human. Brands that excel at personalized customer support have 6x more followers than brands who are still developing their care practice.
  5. Use a separate handle for care. According to the report, 80 percent of financial services companies that excel at customer care offer a dedicated support account on Twitter. Brands that list hours in their Twitter bios have a Sprinklr Care Score that is nearly 50 percent higher than brands who dont.

To find more customer care best practices and learn about the Sprinklr Care Score, read the full report here.

The conversations happening on Twitter are unlike anywhere else, said Joe Rice, Lead Product Solutions Sales Manager, Twitter. Brands have the opportunity to connect directly with their customers, but there’s no singular answer for how brands should execute customer care on Twitter. This report paints a helpful picture of current industry trends and which best practices add value for customers. Whether your company has a sophisticated care strategy or is looking to get started, there’s something for everyone to learn from Sprinklr’s analysis.

Millions of people come to Twitter every day to talk about whats happening and to interact with brands. Making these customers happier starts with making Twitter customer support a priority, said Ragy Thomas, CEO & Founder, Sprinklr. Brands can use our analysis to understand what best practices in their specific industry build brand loyalty on Twitter. With these insights, brands can create and optimize a smart care strategy.

Additional Resources:

  • View the full report here.
  • Learn more about Sprinklr and Twitters partnership here.
  • Request a Sprinklr demo.

About Sprinklr

Sprinklr is the worlds leading Customer Experience Management (CXM) platform. We help organizations listen to customers, learn from them, and show them love across digital channels. Headquartered in New York City with 2,000+ employees globally, Sprinklr works with the worlds most valuable companies including L’Oral, McDonalds, Microsoft, and more than 50% of the Fortune 100. For more information, visit sprinklr.com or chat with us at @Sprinklr.

Rachel Alvarez, [email protected]

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New Fujitsu LIFEBOOK takes New Workstyle Productivity to the Next Level

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News facts:

  • New line-up to enable the new normal includes high-performance
    business notebooks with 11th Gen Intel® CoreTM
    vProTM Processor
  • Super-lightweight flagship LIFEBOOK U9 models weigh starting at 756g
  • Ultra-mobile premium LIFEBOOK U7 is up to 15% smaller
    and thinner than previous generation.

 

Hong Kong
SAR – Media OutReach – 9 February, 2021 – Fujitsu today introduces upgraded LIFEBOOK commercial
notebook designed in line with today’s working styles. The new FUJITSU Notebook
LIFEBOOK U9, U7 and E5 series feature up to the 11th generation Intel®
Core™ i7 vPro® processors and a host of all-round enhancements.

 

Super-lightweight design redefines no-compromise working

The new-generation
Fujitsu LIFEBOOK U9311 is built to focus on the new normality for busy executives.
With up to the 11th generation Intel® Core™ i7 vPro®
processor and even smaller, more powerful, and lighter than before — weighing
just from 756 grams — the new flagship model of LIFEBOOK range redefines
no-compromise working. Also introducing the featherlight LIFEBOOK U9311X1
convertible, with the generous 13.3″ FHD touchscreen, AES pen with WACOM
technology, rear camera and full set of interfaces, it is your best companion in
remote workplace.

  

Real-world
improvements match today’s working styles

Available in a
range of popular sizes2, the LIFEBOOK U7 introduces a near-frameless
display3 on 14″ and 15.6″ models. They are thinner and up to 15%
smaller than previous generation. This slimline look, combined with a warm silver
color, gives the new models a strong visual presence. The LIFEBOOKs are good
lookers in a near-frameless screen design and Intel® IRIS® Xe graphics that gives stunning graphics
with an immersive experience for graphics-intensive applications.

 

Built for
videoconferencing:
A
built-in HD camera can be closed with an ultra-tiny privacy camera shutter4,
and an electronic ePrivacy filter narrows the readable angle of the screen5.
It gives the best-ever audio for LIFEBOOK from the dual array microphone
featured with noise cancellation technology.

 

Secure by
design:
New LIFEBOOK models
integrate Windows Hello, while Fujitsu’s contactless PalmSecureTM
biometric authentication provides the highest security and hygience standard. The
series feature Intel® Hardware Shield, available exclusively on the
Intel® vPro® platform, that provides comprehensive
hardware-based security for business, including below-the-OS-security protection,
application and data security protection, and advanced threat detection.

 

The best connectivity: The latest LIFEBOOK series offers
best-in-class connectivity with full sized LAN, HDMI,
USB-A and ThunderboltTM 4 ports for charging, speedy file
transfer and connect to display in one cable. The new 65Wh four-cell battery6 brings
superb battery performance which enables a full working day of cable-free
runtime.

 

Powerful business platform — LIFEBOOK E5

Fujitsu also
introduces the new generation LIFEBOOK E5 series, featuring robust chassis and
all-round security functions including Fujitsu PalmSecureTM Sensor7,
built-in smartcard reader7, discrete TPM7 and privacy
camera shutter. Legacy features such as service door for convenient
self-upgrade and full size interfaces will be continuously supported in this
new generation.

 

Pricing and availability

Availability of
the new LIFEBOOK varies across countries and region. Prices vary by country and
configuration.

 

Notes

1 LIFEBOOK U9311X will be available in
specific regions and countries only.

2 Three new advanced line models are
available: LIFEBOOK U7311(13.3″) , U7411(14″); and U7511 (15.6″).

3 Available on LIFEBOOK U7411 and U7511.

4Available on LIFEBOOK U9311, U7 and E5
series.

5 Available on LIFEBOOK U7311 and U7411 (optional).

6 Available on LIFEBOOK U7411 and U7511.

7 Optional features.

 

www.fujitsu.com/lifebook-ap

Facebook:
www.facebook.com/fujitsu.business

About Fujitsu

Fujitsu is the leading Japanese information and communication technology (ICT) company offering a full range of technology products, solutions and services. Approximately 130,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE:6702) reported consolidated revenues of 3.9 trillion yen (US$35 billion) for the fiscal year ended March 31, 2020. For more information, please see www.fujitsu.com.

 

All other company or product names mentioned herein are trademarks or registered trademarks of their respective owners. Information provided in this press release is accurate at time of publication and is subject to change without advance notice.

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GEODIS Charters Tonnage to Alleviate Container Capacity Shortage on Asia-Europe Trade

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LEVALLOIS, PERRET – Media
OutReach
 – 10
February 2021 – GEODIS, a leading global supply chain operator, provides
its customers with guaranteed space in an ultra-tight sea freight market from
China to Europe.



GEODIS provides its customers with guaranteed space in an ultra-tight sea freight market from China to Europe

 

The first 1,000TEU[1] capacity vessel, operated
exclusively by GEODIS, is scheduled to arrive in Hamburg on 28 February. This ship
is carrying a total of 435 forty-foot containers for customers who have found
it increasingly difficult to secure space with regular carriers at a viable rate.
The next vessel sailing is scheduled to leave Shanghai around 10 February.
Depending on demand, GEODIS will plan additional sailings over the coming
weeks.

 

Mathias
Hansen is Senior Vice President Global Ocean Freight for GEODIS, “We understand the current market
challenges resulting from unprecedented customer demand and the limitations of
ocean carrier capacity and sailings from China and other parts of Asia,” he
observed.  “We are working hard to find
solutions for our customers. Hence, this
exclusive vessel charter to supplement fixed long-term agreements we have with
core carriers.  We strive to deliver
certainty to our customers amid the unstable market.”

 

“These market forces have created variable
and unforeseen spikes in demand for Asian goods,” comments Onno Boots, GEODIS’ Regional President and
CEO for Asia Pacific. “Our primary aim is to offer multi-modal
solutions to our existing customers to enable them to ship on time and in a
reasonably economic manner. As an adaptable and innovative service provider,
GEODIS is permanently looking for alternatives including rail, ocean and air
products that fulfil this aim for shippers on the increasingly volatile Far
East West Bound (FEWB) trade lane.”

 

Ivan Siew, Managing Director, China, adds, “Ocean freight services out
of China have been in high demand, in the ride up to Chinese New Year and
beyond. We are focused on ensuring that our customers continue to depend on
GEODIS to deliver innovative solutions in accordance with evolving market
demands. As the biggest supplier of goods to the world, using all freight
modes, China is particularly affected by the changes in availability of
capacity and shipping containers. These ocean charters provide much relief to
the companies we serve and we are proud to be stepping up our response as the
situation changes.”


[1] Twenty-foot Equivalent Unit.

GEODIS – www.geodis.com

GEODIS is a top-rated, global supply chain operator recognized for its commitment to helping clients overcome their logistical constraints. GEODIS’ growth-focused offerings (Supply Chain Optimization, Freight Forwarding, Contract Logistics, Distribution & Express, and Road Transport) coupled with the company’s truly global reach thanks to a direct presence in 67 countries, and a global network spanning 120 countries, translates in top business rankings, #1 in France, #6 in Europe and #7 worldwide. In 2019, GEODIS accounted for over 41,000 employees globally and generated €8.2 billion in sales.

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KAMPOS Expands into South Korea & Strengthens Its Sustainable Mission Internationally

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PORTO CERVO, SARDINIA – Media OutReach – 10 February 2021 – KAMPOS, the ultimate Italian brand promoting luxury with integrity, is expanding overseas by entering the South Korean market.


The brand has recently signed a partnership with a local distributor, Sanghyun Yu, based in the capital, Seoul, and has already established KAMPOS South Korea Ltd. As part of the strategy, the brand has just launched its South Korean website (https://kampos.kr/).


When we ask the reason of this expansion to Alessandro Vergano, Founder & CEO of KAMPOS, he declares: ”This international move is more than a business decision; it is a strategic and meaningful move to strengthen our sustainable mission. We are determined to transform the way of consumption by challenging the luxury industry’s norms, inspiring change, and reducing marine waste.” He adds: ”Sharing our message at an international has become obvious as we understand the need to reach further international customer profiles outside Europe. We believe South Korea is full of opportunities and we are thrilled to collaborate with Sanghyun Yu”.

 

Sanghyun Yu is a well-recognized local distributor in South Korea with strong expertise in the market and luxury goods. ”I am extremely excited to be part of the KAMPOS journey. I believe in sustainability as the next big trend in South Korea. The younger generation wants to shop and hear about sustainable luxury brands. Today, there is a big market gap as we don’t give them access to those international changemakers. I’m determined to turn this gap into an opportunity by supporting KAMPOS”.

Discover more about the brand and the product lines on KAMPOS’s website (https://kampos.kr/).


KAMPOS

Costa Smeralda

by the Sea to the Sea with Integrity

KAMPOS is an Italian luxury brand that believes in creating a world with integrity now and for future generations. KAMPOS supports a socially responsible line of fashion products and accessories. KAMPOS’ unique selling proposition is predicated on raising awareness of over-fishing and marine pollution by offering consumers clothing that is made of recycled plastic bottles and fishing nets or sustainable and organic fabrics.

https://kampos.kr/

www.instagram.com/kampos/

www.facebook.com/kampos/

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