Frost & Sullivan article reveals how harnessing the power of social media can positively affect brand strategies
MOUNTAIN VIEW, California, Aug. 22, 2016 /PRNewswire/ -- Today's changing consumer landscape has seen the increasing use of digital channels over more traditional voice, chat and email modes of customer service. In particular, consumer adoption of all forms of social media and messaging apps is at an all-time high. In this new mobile, social environment, businesses are now challenged to design strategies that will enable them to solve customer service issues on social channels with immediacy and authenticity.
Frost & Sullivan's latest article, Empower Your Customer Service Team to Be Brand Advocates, highlights the business value of social customer service, what makes customer service the new form of marketing, as well as the importance of having the right technology and people to handle social as a channel.
To download the complimentary article, please visit: http://bit.ly/2bvjVlW
In a recent Frost & Sullivan thought leadership forum which included the participation of a select group of Customer Experience executives from diverse organizations such as Moo, Jet, Sparkcentral, Shopify, David Yurman and Siemens Building Technology, panelists shared perspectives about a business climate where social customer service has become a necessity, and revealed how harnessing the power of social media can have a positive impact on brand performance.
"Social media shouldn't be viewed as a different animal, but as a valuable interaction channel that can create the 'make or break' factor in solving issues and creating good and lasting impressions with customers," said Frost & Sullivan Digital Transformation Principal Analyst Nancy Jamison. "To achieve this demands due diligence in finding the right tools to easily train and empower agents to handle this exciting new interaction channel."
To meet the changing landscape, organizations are going beyond inquiries and customer support to proactively engage with customers. Ultimately, social media can be utilized by businesses to do more than serve customers; it can be used as an effective strategy to garner promotion and boost community advocacy momentum.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.
Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
- The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
- The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.
For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Corporate Communications – North America
SOURCE Frost & Sullivan