Part 2: The Broken Link of Social Customer Service – Brian Solis

See on Scoop.itH2H Marketing

In Part 1 of this series, The First Mile: The Broken Link of Social Media Customer Service, we reviewed the opportunities and challenges that face any business seeking to engage customers in social networks. To become customer-centric requires a culture that supports customer-centricity and an active investment in defining the first mile experience.

Fabrizio Faraco‘s insight:

The first mile of customer engagement is a post-commerce or post-transaction strategy that invests in an ongoing experience to keep customers happy now and over time. Doing so sparks positive word of mouth and in turn influences decisions the dynamic customer journey that defines the new era of connected consumerism. If in fact getting closer to customers is a key objective, then why do many businesses neglect the first mile of customer experience?

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About Fabrizio Faraco

Un marketer che è passato in tanti mondi. An old pal who loves marketing and experienced lotta worlds

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