Customer experience has long been top of mind for top brands. But with nearly 1.5 billion of us now using social networks, next generation brands are setting their sites on the new frontier of competitive advantage - the social customer experience. The social customer experience is made up of open conversations between peers in online social networks, and it's nothing short of a game-changer.
We set out to find out just how powerful social media is, and just how important the customer experience is. We gathered some data from research done earlier this year and conducted a new consumer study to find out more. You can check out our findings in this infograph:
Then we put together our point of view on the must-haves for a successful social customer experience offering in this new whitepaper from Lithium:
Hope you get a chance to review them both and that it gives you tons of inspiration for how to turn it up a notch in 2013!
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