Social media presents a virtuous circle of sorts for customer experience, because these public channels allow customers to amplify their experiences – positive or negative – by sharing to a larger audience, and then how (or even if) a brand responds greatly contributes back to the experience itself.
from Forbes Real Time https://www.forbes.com/sites/dangingiss/2018/02/28/how-to-identify-the-customer-experiences-that-will-get-amplified-in-social-media/
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