{"id":738,"date":"2018-06-18T05:32:31","date_gmt":"2018-06-18T05:32:31","guid":{"rendered":"http:\/\/kusuaks7\/?p=343"},"modified":"2026-03-30T13:53:25","modified_gmt":"2026-03-30T13:53:25","slug":"three-ways-social-media-can-make-or-break-your-cx","status":"publish","type":"post","link":"https:\/\/www.experfy.com\/blog\/consumer-tech\/three-ways-social-media-can-make-or-break-your-cx\/","title":{"rendered":"Three Ways Social Media Can Make (or Break) Your CX"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"738\" class=\"elementor elementor-738\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-116b5ba8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"116b5ba8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4e1ba1c2\" data-id=\"4e1ba1c2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2af088d5 elementor-widget elementor-widget-text-editor\" data-id=\"2af088d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<strong><em>Ready to learn Marketing &amp; Customer Analytics Training?\u00a0<a href=\"https:\/\/www.experfy.com\/training\/courses\">Browse courses<\/a>\u00a0like\u00a0 <a href=\"https:\/\/www.experfy.com\/training\/courses\/increase-cross-selling-and-upselling-of-products-and-services\">Increase Cross Selling and Upselling of Products and Services<\/a> developed by industry thought leaders and Experfy in Harvard Innovation Lab.<\/em><\/strong>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-1f9fbde elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1f9fbde\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4cde14b\" data-id=\"4cde14b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-add208c elementor-widget elementor-widget-text-editor\" data-id=\"add208c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAre you taking your\u00a0<a href=\"https:\/\/www.teamhgs.com\/solutions-capabilities\/digicx-services\/digital-social\" rel=\"noopener\">social media<\/a>\u00a0strategy as seriously as you should? Imagine you\u2019re a Fortune 100 company spending millions on marketing to create and support your brand, but you don\u2019t prioritize\u00a0<a href=\"https:\/\/www.teamhgs.com\/solutions-capabilities\/marketing-digital-enablement-services\/social-media-engagement\" rel=\"noopener\">social media support<\/a>. Your customers are driven to your\u00a0<a href=\"http:\/\/info.teamhgs.com\/How-to-Create-Legendary-Social-Media-Customer-Service-Registration.html?utm_source=blog\" rel=\"noopener\">social media<\/a>\u00a0pages\u2014but once they get there, they don\u2019t find 24\u00d77 empathy-building communication or proud, positive brand representation, and a fast, solution-focused approach. Instead they are faced with thread after thread of negative customer feedback and lackluster product support. Simply put, you\u2019re doing it wrong. In fact, you\u2019re missing the plot. With this nickel-holding-up-a-dollar approach, you may have just lost 20% year-over-year growth.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-94efa1f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"94efa1f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3abde53\" data-id=\"3abde53\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0f65039 elementor-widget elementor-widget-text-editor\" data-id=\"0f65039\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThink smart about your social media strategy, and start with understanding the three ways today\u2019s fashionable feedback tool can make (or break) your CX:\n<ol>\n \t<li><strong>Ensure your social media presence speaks to a personality well aligned with your company culture, product line, and, most importantly, customer base.\u00a0<\/strong>This means shifting from a defensive to an offensive social media approach, with more proactive posts addressing brand, product, or market issues. Invest the time and resources to speak in the tongue of your brand and customers. Also:\n<ul>\n \t<li>Avoid company siloes so that Marketing and Consumer Affairs are better funded and aligned in their approach. Understand how Consumer Affairs should be in close step with\u2014and even fuel\u2014departments like Product Innovation, Product Development, and Research and Development.<\/li>\n \t<li>Help bolster your front lines, with agent training that includes product and company culture education and a playbook for how to communicate in precise line with your brand<strong>\u00a0<\/strong><\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-04a0e14 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"04a0e14\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a565215\" data-id=\"a565215\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-afcff82 elementor-widget elementor-widget-text-editor\" data-id=\"afcff82\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<strong>2.\u00a0<strong>Treat social media customer engagements as conversations that stand on their own\u2014deserving of response time and colloquial, culturally appropriate tone.\u00a0<\/strong>More than ever, the art of conversation is not lost.\u00a0<\/strong>Think of these exchanges more like a phone call than an email. While a shift to digital customer care is today\u2019s new norm, don\u2019t lose sight of the fact that a four-hour response time\u2014much less a 24-hour response time, is not going to satisfy (much less delight) today\u2019s customer. Also, in responses, don\u2019t hide behind a shadowy 800-number\u2014be present and personal, with open communication and practical solutions to customer problems. Don\u2019t be overly cautious about engaging customers with appeasement, as long as you can solve the problem, retain the customer, and not compromise the complainant.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-f19d320 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f19d320\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-bf06c7e\" data-id=\"bf06c7e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6aa1fa4 elementor-widget elementor-widget-text-editor\" data-id=\"6aa1fa4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<strong>3. Keep the end goal in sight: gaining and retaining customers.\u00a0<\/strong>Finally, once you have a sound social media strategy in place, ensure that you share the knowledge. This means integrating robust engagement and reporting tools focused on recording and building knowledge from this customer feedback. While this can be labor-intensive, know that these insights are valuable to your future growth and success. Understand the scale and importance of your social media presence. Specialize your channels and align with your CX support. For example, if you have a customer with 25,000 Twitter followers, most likely your trainees shouldn\u2019t be responding. At the front end of support, build in fast research so agents understand the social profile of each customer posting\u2014from their social presence to their troll factor. If a customer engages consistently in a negative way\u2014this contact should likely be escalated to a veteran team member or set aside so as not to build steam.<\/li>\n<\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Are you taking your&nbsp;social media&nbsp;strategy as seriously as you should? Your customers are driven to your&nbsp;social media&nbsp;pages&mdash;but once they get there, they don&rsquo;t find 24&times;7 empathy-building communication or proud, positive brand representation, and a fast, solution-focused approach. Instead they are faced with thread after thread of negative customer feedback and lacklustre product support. Simply put, you&rsquo;re doing it wrong. Think smart about your social media strategy, and start with understanding the three ways today&rsquo;s fashionable feedback tool can make (or break) your CX<\/p>\n","protected":false},"author":234,"featured_media":3940,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[196],"tags":[115],"ppma_author":[1760],"class_list":["post-738","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consumer-tech","tag-marketing-and-customer-analytics"],"authors":[{"term_id":1760,"user_id":234,"is_guest":0,"slug":"scott-yates","display_name":"Scott Yates","avatar_url":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","user_url":"","last_name":"Yates","first_name":"Scott","job_title":"","description":"Scott Yates, Senior Director, Operations at <b><a href=\"https:\/\/www.teamhgs.com\/\" target=\"_blank\" rel=\"noopener\">HGS<\/a><\/b>, has an in-depth understanding of.CRM, social networking, and statistical tools. With &nbsp;diverse background in sales, Six Sigma, and FDA-regulated environments he has experience in Packaged Goods, Healthcare, Consumer Electronics, and Telecommunication industries"}],"_links":{"self":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/738","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/users\/234"}],"replies":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/comments?post=738"}],"version-history":[{"count":7,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/738\/revisions"}],"predecessor-version":[{"id":38305,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/738\/revisions\/38305"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/media\/3940"}],"wp:attachment":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/media?parent=738"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/categories?post=738"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/tags?post=738"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/ppma_author?post=738"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}