With the advent of social media and the rise of mobile smartphone technology, consumers are in the driver’s seat, posting their customer experiences in permanent, online forums and providing instant customer feedback that is increasingly visible to the public. To get in front of these trends, traditional, relatively passive Voice of Customer programs have the opportunity to evolve into highly actionable Social Customer Experience Management (Social CEM) solutions.
Brands today face a big challenge when it comes to developing an understanding of guest loyalty and advocacy.
Download this whitepaper and learn about:
The current state of Customer Experience Management
The five challenges and implications for brands in a socially connected world
Recommendations for your brand to manage the Social Customer Experience
To download the whitepaper, please fill in the information below and submit. A link to the whitepaper will immediately be sent to the email address provided.
Social CEM: Moving Beyond Customer Loyalty to Customer Advocacy