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| Let’s say you have a question about a product or some feedback for the company about your experience with it. Chances are you’ll head to social media. Indeed, one survey discovered that when consumers have a bad experience, half will complain publicly on social channels. These days, customer service is a public affair, and more companies are turning to social as a full-service channel that can help customers and drive positive brand experiences. And while there are challenges aplenty, organizations that get it right could see an edge. A new article lays out a framework on six key areas of social media servicing excellence—check it out for #HappyCustomers. |
| — Joyce Yoo, digital editor, New York |
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With customers increasingly moving their service interactions onto social media, companies have an opportunity to leverage these channels to differentiate their service experience.
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