As lead analyst on the recently released Social Customer Engagement Index from Social Media Today, one of the key findings was that 81% of the 1,200 people surveyed said their companies social customer service strategy was aligned with the company’s overall social strategy. And it’s this alignment of social, culture and strategy that is helping companies create better customer experiences in hopes of extending relationships they have with them.
Maggie Lang, Kimpton Hotels: Creating Great Customer Experiences
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