Social Identity

May 012015 Tagged with , , , , , ,

Maintaining the Advantages of Social Customer Care

When we think about how businesses use social media, our thoughts usually center on the marketing department.

However, judging by the preferences of North American consumers, the reality is that social media is actually more heavily used as a customer care channel.  A 2013 J.D. Power and Associates study of more than 23,000 online consumers indicated that 67% had used a company’s social media site for service, compared to only 33% for social marketing. And most customer service/contact center observers seem to think that we are only at the beginning of a long trend in this direction.  Read More…