he Best Insight on Use and Effectiveness of Social Media Tools for Customer Service
The results are in! Social Media Today is pleased to introduce the third edition of The Social Customer Engagement Index: Results, Analysis and Perspectives. This exclusive whitepaper measures the use and effectiveness of social media tools for customer service across a large sample of large and small businesses in 2012, providing analysis of the various ways in which businesses are succeeding, or failing, in integrating modern methods of communication into their service strategies.
The survey results show that the number of companies using social media marketing tools to handle customer service inquiries has doubled in 2012 – how does your organization compare?
The 2012 Social Customer Engagement Index features:
- A foreword by Paul Greenberg, who calls the report, “One of the more valuable business studies that you’ll see this or any year.”
- Case Studies from JetBlue, L.L. Bean, Best Buy, and Dell, sharing their stories of implementing social tools and strategies to improve their interactions with customers to create greater service experiences.
- A conversation with CRM expert Jesus Hoyos, providing his take on the findings and what he expects to see in 2013.
- Full survey results and analysis by Brent Leary and Becky Carroll, who dig in on the survey results and tell us what it all means.
Register for the live Results Analysis webinar on October 30th at 12pm ET to receive your complimentary copy of the Index. Join the webinar to hear from Brent Leary, Becky Carroll and representatives from JetBlue, L.L. Bean, and Dell as they all dig deeper on what the survey results mean for you. You will have the opportunity to ask additional questions about the results whitepaper and hear live from the experts.
We hope that insights from this edition of the Index will help accelerate the convergence of social tools and cultures with traditional service processes to assist companies in creating better, longer-lasting relationships with their customers.
About the Panel:
Brent Leary is a CRM industry analyst, advisor, author, speaker and award winning blogger. He is co-founder and Partner of CRM Essentials LLC.
Becky Carroll, Author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Exisitng Customers (Wiley, 2011) and Founder of Petra Consulting Group.
Laurie Brooks (@LLBean_PR) is the Sr. Public Relations Representative for L.L. Bean. Laurie spearheaded L.L.Bean into the social media space in November 2008.
Laurie Meacham is the Manager Customer Commitment at JetBlue Airways where she has oversight of the Social Media Support Team. In 2009 Laurie became one of the founding crewmembers of the airline’s then fledgling social media team.
Jason Duty, @JasonDatDell, Director Global Social Outreach Services (SOS), Dell | Worldwide Consumer and Small & Medium Business Group.
SOURCE: Social Media Today
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