Organizations today are facing a fundamental change in how customer experiences and service interactions take place.
Customers today are more empowers, and infinitely more informed in the decisions they make regarding products and services.
As more and more customers turn to online and social as part of their product and service discovery, social channels will continue to play a more critical role in the customer education process as experience contributes to the customer decision process.
Social engagement and experience is more important than ever. Recent data has shown that:
- 78 percent of companies now say they have dedicated social media teams, up from 67 percent in 2012.
- 47 percent of Americans say Facebook is their No. 1 influencer of purchases.
- 77 percent of all social networking users are now accessing social networks via mobile devices.
INFOGRAPHIC: The Future of Customer Experience is Social
A recent infographic from Facebook Marketing Partner Sprinklr found that the future of customer experience is highly social and that how organizations interact with their customers across their social channels will be fundamental in their future success in customer engagements.