15 Competencies of Social Customer Care [Infographic]

The road to social customer care excellence

Social Customer Care is becoming increasingly important both for larger brands and start-ups. Get it wrong and you can be faced with serious PR problems, get it right and you can generate an engaged and happy customer base that will become loyal customers.

Online is often the first place customers look for support now and often it's not the company website, instead it's Twitter or a specialist support site like Get Satisfaction. If you can get web self-service right it can offer great cost-savings and satisfied customers.

Success in social customer care requires planning and the development of a strategy, as well as removing silos that stop teams communicating with each other effectively.

Martin Hill-Wilson's Social Customer Care Master Class guides participants through the 15 competencies that create the foundation of successful social customer care programs. 

from Smart Insights http://ift.tt/1J08HCj
via IFTTT