Thursday, 28 June 2012

The Social Media Customer

What is the impact of social media on customer service? This great infographic by Fishburn Hedges suggests that the power and quantity of customers interacting with brands via social networks should not be underestimated. 

Just 7% of those surveyed declared that call centres were better than social media, and 40% believe that social media improves the customer experience. 

Fishburn Hedges, after extensive interviews, lists 6 main takeaways for social media: don't be paralysed by uncertainty, don't let social media define you, make more of the emotional insight you have, pick your battles - but enter them fast, address structural barriers in the business but not headcount, and finally, fear not the #fail.

Sounds like smart advice to us. Do you use Facebook or Twitter to manage the customer experience? Let us know how in the comments.


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