How has social media changed Customer Experience Management? Luca Paderni, VP & Research Director - CMO Practive of Forrester Research discussed the topic at the event Social Caring (R)evolution, held in Milan in November '13
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Social Caring (R)evolution: How social can boost customer service
1. How Social Can Boost
Customer Service
In the Age of The Customer
Best Practices and Latest Trends
Luca S. Paderni, VP and Research Director
November 26, 2013
9. Companies Must Deliver A Consistent
Experience Across Channels
August 2011 “Turbocharge Customer Service Processes With Social Technologies”
10. Consumers Still Favor Private Channels
For Service Gripes
October 2012 “How Consumers Complain About Poor Service”
11. Consumers Still Favor Private Channels
For Service Gripes (Cont.)
October 2012 “How Consumers Complain About Poor Service”
12. Age Affects The Ways Consumers Choose
To Complain
October 2012 “How Consumers Complain About Poor Service”
13. Extending customer service to social
channels
1. Listening to the conversations your customers are
having.
2. Flagging and addressing social inquiries.
3. Using communities to extend your customer
service ecosystem.
14. Bank Of America’s Conversation
Monitoring Prompts Problem Resolution
15. Xbox’s Contact Us Page Includes
Twitter As A Customer Support Channel