Case Studies

WHAT DRIVES VALUE IN A SOCIAL MEDIA
EXPERIENCE
the emergence of using social media in different ways to service the customer and improve their Customer Experience .

The combined unique visitors of Facebook, MySpace and YouTube are more the 250 million and none of these media existed six years ago1. Social Media is changing not only the way we read and communicate but also shifts the power from organizations to consumers2 , some companies also had to learn this lesson the hard way so still have their head in the sand and are trying to ignore it. Yet behind every problem lies an opportunity.
In our view, Social media is going to have a significant impact on the Customer Experience and far too many organizations are not engaged with it sufficiently to exploit this new channel.
We are starting to see a fundamental shift in Customer Experiences that can be provide by social media. Twelpforce is an example of that. This is a service provided by Best Buy an electrical retailer in the USA. Here is an extract from that blog.

Whether you are reading this and Twelpforce has been closed, or it is now the established way of doing business this is not the point. We are seeing the emergence of using social media in different ways to service the customer and improve their Customer Experience. This won?t be the first or the last such experiment and Best Buy should be applauded for being willing to take a risk.
However, if you are to build a social media experience that is effective what should it look like? What is most important to Customers? What do Customers say is important but isn't really? How do you know? This research will tell you.

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