Stories by Ken Madrigal, Verizon

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4 Ways to Rethink Your Customer Relationship Management Model on Social Media

May 2nd, 2019 by

Many brands provide options for customer support on social media. While some companies fall back on traditional customer care departments or call centers, in today’s digital, “customer experience first” world, successful brands realize that consumers expect more personalized engagement. Customers choose social media in order to avoid traditional calls or chats. What does that mean for developing social strategies that fulfill customer service needs and also provide a differentiated experience?