Monday, 27 December 2010 09:56

Customer experience trends engraved in social media channels

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Service Untitled Blog - December 27, 2010

 

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service. Stockford provided some suggestions that organizations should be aware of as to the ever-changing environment of social media and its profound influence. For instance,

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