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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Social Media

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