Mapping your social customer service eco-system

Martin-Hill Wilson shares some top tips from his latest book. See how we can redefine the way we manage customer experience and our corporate reputation in order to deliver effective social customer service.

There are two key differences between mainstream and social customer service. First is the switch from private to public engagement. Organisations and customers are still waking up to the consequential upsides and downsides.

The second is that your channel mix for social customer service is now a decision driven by your customers. Moreover they often expect you to find them. This article explores the implications of this second point and recommends how organisations should plan for this.

See the video and slides of his presentation at the National Best Practice Seminar on November 19th 2013

Read the full article.print

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