Best Practice Report

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

September 25th, 2015
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Allison Smith, null
Allison Smith
With contributors:
Mary Pilecki , Ian Jacobs , Harley Manning , Anjali Lai , Dylan Czarnecki , Rachel Birrell

Summary

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.