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Characteristics of an Outstanding Social Media Customer Experience

By Erica Marois | Date Published: May 02, 2019 - Last Updated December 03, 2019 | Comments

During #ICMIchat this week, we asked participants to rate the current state of social media customer care on a scale from 1-10. The average rating? Five. While some brands (like Chewy or Zappos, for example) have mastered the art of serving customers via social media, plenty more brands still struggle. What makes some social media customer experiences better than others? Here are a few answers from #ICMIchat. Read more of the conversation in this recap.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics: Social Media

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