This week I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of: Prioritizing the Customer Experience in Social Media. This webinar was sponsored by LiveWorld and featured; Chris Horton (@chrshorton) Digital Strategist at Synecore, Adam Naide (@adamnaide) Executive Director of Marketing and Social Media at Cox Communications, and Jason Kapler (@jasonkapler) VP Marketing at LiveWorld. We discussed the new realities of the customer experience in 2015.
Here are 3 of the key takeaways:
- 26% of Companies have a strategy to improve the customer experience - which is in contrast to the 89% of companies believe the customer experience will be their primary basis for competition by 2016.
- Net Promoter Scores are better when you are connected via Facebook - Customers that are fans of Cox on Facebook have a significantly higher Net Promoter Score (NPS) the average.
- Don't Silo Your Social Media - Social media enables the ability to collaborate in new ways which is particularly important for businesses interested in engaging more with their customers.
The next webinar is on The Social Sales Cycle: Real-Time Customer Engagement be sure to sign up for it or view the schedule of other upcoming webinars.