We hear so much these days about enhancing the customer experience as a top priority of C-levels around the world. Indeed, attention has turned with some sense of urgency by organizations of all shapes, sizes and geographies to making sure that all customer “touch points” are covered. While there still remains the issue of some loose jargon in the industry around whether 360-degree customer engagement should be called multi-channel or omni-channel, there is no denying that social media’s role as part of the mix is increasing in importance.
The reasons are simple; social media when properly used not only allows organizations to be better attuned to what is being said about them, but also is a rich resource for being able to be much more responsive to customer needs. This means being not just reactive but proactive as well. Read More
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