A recent study by business process outsourcing company Sitel Group uncovered a startling statistic about the relationship between customer experience and social media. It found that while 30% of consumers who have had a negative customer experience say they would share it on social media or
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Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that
Twitter has once again proven that customer service is the new marketing. Following up on last year’s groundbreaking study which revealed that customers are willing spend more with airlines that respond to service inquiries on Twitter, the social media giant
For the first time in its now four-year history, Social Media Marketing World introduced an entire track at its popular conference dedicated to Customer Service. Consisting of four unique individual sessions and two dynamic panel discussions, the Social Care Track
Social media is increasingly becoming a larger piece of the Customer Experience (CX) puzzle, meaning that a brand’s actions on social – both marketing and service – greatly affect the overall public perception of the brand. How Social Media Is
