Customer Experience Management Using Social Media

What this episode covers

Social media introduces excellent tools and customer feedback data streams for companies to monitor perceptions and trends. Best practices in customer experience management: a) Use social media listening first to determine how best to interact with customers; b) Recognize the importance of making emotional connections with customers via social media; c) Blend social media with other voice of the customer sources to create a holistic view of customer priorities; and d) Leverage customer stories from social media to energize employees enterprise-wide in continual improvement of customer experience. From the blog Customer Experience Optimization: (6:14).

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