How are you using social to inform and support your customer experience...
At this year's Forrester Customer Experience Forum, Zach Hofer-Shall discussed the importance of social media in today's world and how it's reached a point where it can no longer be ignored - even by...
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Great question Richard, and I'm looking forward to reading Zach's key takeaways. Given the growing importance of social media, I suspect this will be a lively discussion, so I'll kick it off with a...
View ArticleRe: How are you using social to inform and support your customer experience...
Hi Roger, I'm interested in understanding the enhancements you made to the Customer Voice section. It sounds like you're asking your customers to comment on whether you're properly interpreting and...
View ArticleRe: How are you using social to inform and support your customer experience...
Hi Jonathan, That's part of it. We've left it wide open (we think that's the whole point of Social Media) - customers can comment as they like. Sometimes they:verify we're on the trackchallenge us to...
View ArticleRe: How are you using social to inform and support your customer experience...
Here at USAA, we're actually an association and not a company. And we serve a very specific audience with unique and similar needs. These two things have allowed us to be member centric for quite...
View ArticleRe: How are you using social to inform and support your customer experience...
Hi Augie, What a nice surprise to get an update from a Forrester alumnus! I'm very interested in the approach USAA takes to automatically routing social media contacts to the appropriate contact center...
View ArticleRe: How are you using social to inform and support your customer experience...
Jonathan, I am ashamed to note that our default view on Facebook was, in fact, changed to "Join USAA." I just changed that back to the wall view! Thanks for alerting me. As for the automated...
View ArticleRe: How are you using social to inform and support your customer experience...
That's cool. It makes sense that your representatives must deal with most issues through non-public communication. Some firms are in a position to have public discussions with customers about their...
View ArticleRe: How are you using social to inform and support your customer experience...
Some great ideas shared here. I truly appreciate how you phrased the question, Richard -- Many leaders I meet start with a question about the impact of social media on the customer experience rather...
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