In the past, when consumers were unhappy with a product or service, they mentioned it to a friend over lunch. Today they tell the world. One-third of 18-24-year-old consumers already prefer public methods of complaint, and these high influencers in social media are the new high value customers for today’s operators. Knowing how customers feel about their services really matters. Leslie Shannon describes what happens when operators put together what customers are saying in social media, where they’re saying it, and the impact it’s having on the network.
Is social media a risk or an opportunity for operators? Where do you see the opportunities of social media to enhance the customer experience?
See our earlier blog: When it comes to customer experience, social media matters
See our recent announcement: Mobile operators: Would your customers rate your mobile service the best? #1GBperday$
View our on-demand webinar: Customer Experience Management: Focus on what matters most