By Omer Minkara
Happy National Customer Service Week, everyone! In honor of this whole week dedicated to delighting customers and improving customer experience, I wanted to highlight recent Aberdeen Group research reports on the topic. All are available at no charge with a free Aberdeen membership.
Social media has drastically transformed the modern-day customer experience management (CEM) programs. Findings in this report outline the characteristics of firms that reap maximum results from social customer care, and provide a roadmap for others to improve their performance.