Social media and your CX strategy
Social media is a core touchpoint for customers, but many companies aren’t taking advantage. How should that change? Clare Lawson, chief customer officer at Ogilvy UK discusses the role of social and CRM and why it's important in the customer journey.
“Social has become an essential tool to any CRM strategy and brands can’t afford to ignore consumers reaching out to them, whether it is to ask for information, resolve an issue or buy your product,” says Clare Lawson, chief customer officer at Ogilvy UK. “In fact, for consumers, the number one thing that makes brands best in class on social is ‘offering a strong customer service’.”
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