in the news
Your Six Customer Service Priorities for 2012
Lithium recently surveyed 120+ marketers and 1,300+ consumers globally as part of a research project with the Chief Marketing Officer Council and found there was a clear digital divide between businesses and what consumers expect of brand service on social media.
MyCustomer.com interviewed Lithium CMO, Katy Keim, who predicts, "2012 will be the year savvy businesses recognise that a gap exists between consumers' expectations and their customer service through social media. We are leaving the experimentation phase of social, most brands now recognise the benefits of using social media, and we will see greater investment in creating customer experiences via the social web this year. Brands who provide their social customers with engaging online experiences, meaningful interactions with one another, and rewards for doing so will clearly gain a decisive competitive advantage in 2012."