There is a reason why customer experience is so widely discussed and on top of every marketer's agenda - positive customer experiences keep customers coming back. There are many components to creating positive experiences. However, social media is often overlooked as an important aspect of a company's customer experience strategy. Social consumers are on the rise, and they expect companies to engage with them on social channels. Many consumers use social media for all aspects of customer service, from beginning to end. Notably, 67% of consumers have used a company's social media site for servicing, compared with 33% for social marketing. Furthermore, 33% of users prefer to contact brands using social media rather than the telephone. This article details tips on how to improve customer experiences on social.
Via Tourism Australia , Sabina Viezzoli