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For Customer Experience Professionals

Q&A: The Top 10 Things To Know About Social Media In Voice Of The Customer Programs

September 25, 2015


Why Read This Report

Few CX professionals integrate social media into their voice of the customer (VoC) programs. It's time for them to stop ignoring this valuable source of feedback. This report answers the top questions and concerns that CX pros have about the role of social media in their VoC program. It explains why social data is relevant, what types of social data to focus on, the challenges of integrating social into VoC, why social data can't replace surveys, how to collaborate with the social team, and which vendors can help.

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Table of Contents

  • 1. Why should CX professionals care about social data?
  • 2. What types of social data should go into a VoC program?
  • 3. How is social data different from other VoC data?
  • 4. Is social data relevant for companies in all industries?
  • 5. Why is it hard to integrate social data with other VoC data?
  • 6. Can CX pros use social data to measure customer experience?
  • 7. Should CX pros close the loop with customers who complain on social media?
  • 8. Will social data replace surveys in VoC programs?
  • 9. Do CX pros who want to integrate social need to buy new tools?
  • 10. How can CX pros find their social media counterparts and start collaborating?

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