Social media is not going away... so why are companies still struggling?
This is a question many of us in the consulting industry ask ourselves as we guide our clients through the myriad of digital pervasiveness that can present both challenges and cost optimization benefits for businesses across the spectrum.
Companies wanting to achieve higher visibility and positive brand sentiment across B2B and B2C sectors need to embrace social media, ladder up skills across the organization and make the practice a core competency of business develop strategy - not treat it as an afterthought that can be practiced periodically with the expectation of achieving results.
One issue for brands is they are looking at social like it’s another cost center (in social care) and dealing with it like all the other support channels it manages. This is a mistake. You can’t approach social with the support agent model and get the true benefit.
http://diginomica.com/2017/08/14/how-do-we-get-past-social-silos-to-a-better-customer-experience/
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