Social media changes everything. Marketing, sales, customer service, they’re no longer departments, engagement is now a way of business. (Where do you stand?)
As the impact of social spreads through organizations, questions arise about the role social ultimately plays in customer service and overall customer experiences. For the past three years, the folks at Social Media Today have produced The Social Customer Engagement Index. It examines how companies are using social tools for customer service and, more importantly, how customers are responding.
What’s fascinating is that even today, I’m still humbled by how far we’ve come and also how far we need to go. At a high level, the Index uncovered that while intentions to improve customer engagement and relationships via social run high among executives, the reality is that businesses aren’t putting their investments where their aspirations are. The challenge for change agents and internal champions is about moving businesses from #lipservice to #customerservice.