Customer Experience Management Using Social Media

Social media introduces excellent tools and customer feedback data streams for companies to monitor perceptions and trends. Best practices in customer experience management: a) Use social media listening first to determine how best to interact with customers; b) Recognize the importance of making emotional connections with customers via social media; c) Blend social media with other voice of the customer sources to create a holistic view of customer priorities; and d) Leverage customer stories from social media to energize employees enterprise-wide in continual improvement of customer experience. From the blog Customer Experience Optimization: (6:14).