July 2, 2014
Delivering on a customer’s expectations is no longer discretionary — in today’s hyperconnected global marketplace, it has become an indispensable necessity for any business. However, while tweeting back to a customer may seem simple, delivering a truly frictionless customer experience is anything but.
More than ever, your customers and prospects determine the reputation, voice, and even identity of your brand. Whether they are communicating with your brand via Twitter, Facebook, or website form, your response must be relevant and timely — research indicates that 42% of customers expect a response time of one hour or less.
