The future of retail — and, most importantly, the future of the shopping experience — continued to be a major topic on GigaOM Pro this week. Research content on the continued evolution of the workplace also proved to be a popular subject among readers.
Our latest Sector RoadMap focuses on social customer service: meeting users where they are on social networks and social media platforms. It’s no longer a niche market, as enterprise giants like Salesforce.com, Oracle, and SAP acquire social customer service startups or launch their own in-house solutions. It’s clear that social customer service could transform how customers interact with businesses. In “Sector RoadMap: social customer service in 2013,” Laura Stuart analyzes data from GigaOM Research’s recent survey on social business technology and identifies six major factors that could disrupt this volatile market in the near-term future.
|Scooped by Gaurav Pandey|
Essentially social media for digital marketing is not very different from the traditional PR. It still is and increasingly so about keeping your customers engaged. The more effort you put into it the better results you will get.
One of social media’s biggest advantages is the ability for brands to really listen to what consumers are saying. They provide invaluable insight that a focus group or survey might not be able to. Brands must realize the importance of customer service, especially now, when it is so easy for a consumer to jump on the internet and find another company to fill their needs.