Resource LibraryNot Categorized

The Social Customer Experience Whitepaper - 78866

How enterprise organizations are using social media to transform the customer journey

Over 80 percent of companies agree that social is a vital channel for delivering exceptional customer experiences. But only 58 percent of companies have a defined strategy for integrating social into their existing customer experience programs.

This report reveals how enterprise organizations are using social in their CX strategies and how leaders can use social media to build exceptional and differentiated customer experiences.

Our research looks at how companies are engaging with prospects and customers at different stages of the customer journey and includes comparisons between B2B and B2C, North America and Europe, and which business functions are using social channels.

In this report, you’ll learn how to:

  1. Map the entire social journey of your customers to build understanding

  2. Secure early wins with social data and customer intelligence

  3. Expand your social strategies beyond brand awareness

  4. Look beyond superficial and misleading surface metrics

  5. Focus on training, culture and collaboration to empower employees into the power of social.

This report was produced by London Research in partnership with Hootsuite and was based on a survey of 300 executives at companies with more than 1,000 employees.

Download your resource now

Share This:

Related Resources

owly asset not found

How SPIE Engineered a Better Social Media Strategy

owly asset not found
Case Studies

How the British Museum Increased 
Social Media Engagement by 126%

With a social media strategy focused on engagement and customer experience, 
the Museum has grown its social audience faster than its peers
Careem Case Study Resource Card Image
Case Studies

How Community Engagement at Careem Powers the Middle East’s Super App

A responsive social presence and a focus on customer experience have been key to rapid growth for Careem
Get the training you need to grow your career