Recently we were pleased to present a webinar entitled “Driving Best-In-Class Customer Experience: Beyond Social Media Listening” in cooperation with EmPower Research, a Genpact company.
In this session, presenter Sagita Joshi explored the customer experience ecosystem, discussing the ways that listening and engagement can be performed on social media channels. We learned more about the ways that Twitter “has become the help desk” with examples such as Lenovo and Best Buy’s “Twelpforce” leading the way.
Joshi presented a “win me, delight me, keep me” approach to social media customer experience building, with Empower finding that over time increased awareness of a brand on social media lead to up to 37% more first timers visiting a brand’s page. To learn more, view a recording of the webinar here.
Are you using social media for customer experience?
About EmPower Research:
EmPower Research, a Genpact company (NYSE:G) provides integrated media and business research services. We help our clients understand stakeholder perception and needs, empowering them to service better. We use proprietary methodologies to listen and learn about conversations in the customer ecosystem, deriving real insights for active stakeholder engagement.
For more information, visit http://www.empowerresearch.com
Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at firstname.lastname@example.org