For Customer Experience Professionals

How Does Social Media Contribute To Customer Experience? Let Us Count The Ways

It's Time To Document Best Practices For Social Media And Customer Experience

    Why Read This Report

    Social media already plays a role at each step of customers' complex journeys to discover, evaluate, buy, access, use, and get support for products and services. Customer experience professionals must align their firms' social activities with their customer experience strategy by documenting existing social activities and mapping them to the customer journey, understanding customers' existing use of social touchpoints, identifying gaps in the journey and disconnects between existing social media initiatives, and establishing guidelines and metrics to keep the organization true to its social objectives.
    US $499
    Add To Cart
    Become A Client

    Get objective, pragmatic guidance that helps you make tough decisions and succeed in a complex world. Contact us to learn more.

    Already A Client?
    Log in to read this document.


    • Intentional Or Not, Firms' Social Media Activities Affect Customers' Experiences
    • Done Well, Social Media Supports Every Step Of The Customer Journey

      Align Social Activities To A Customer Experience Strategy
    • Related Research Documents