Your customers are talking about you

Somewhere out in the blogosphere, a customer is talking about your company. Within minutes, his comments may be influencing hundreds or even thousands of potential customers. Hopefully, it’s about a good experience.

Social media sites have empowered customers to voice their opinions to a vast audience -- and the service experience is one of the top generators of online conversation. The first step to engaging with your customers online is to establish a listening structure to monitor and measure customer sentiment. Social media sites have empowered customers to voice their opinions to a vast audience -- and the service experience is one of the top generators of online conversation. The first step to engaging with your customers online is to establish a listening structure to monitor and measure customer sentiment.

In this article, The Impact of Word of Mouth in the Web 2.0 World, executives from leading organizations discuss the opportunities and challenges involved with developing a social media strategy for interacting with customers.

I hope you enjoy it!
Warm regards,

Linda Harden
Publisher, Contact Center Pipeline
www.ContactCenterPipeline.com

 

Contact Center Pipeline is focused on driving success through effective contact center management. Each issue features in-depth perspectives on the call center market, best practices and trends, technology and people issues that impact the customer experience. Draw upon CCP's incisive analysis to help you make better decisions about your career and your center. Visit us at www.ContactCenterPipeline.com

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