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Characteristics of an Outstanding Social Media Customer Experience

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.