What Marketers Need to Know About Social Customer Service [Infographic]
Marketing teams sometimes overlook or undervalue the direct impact of customer service on marketing objectives and brand perception.
To ensure a company’s social media success, a company’s marketing and customer service teams must be in sync. However, this is not often the case in real-world applications.
Bottom line-focused marketing teams sometimes overlook or undervalue the direct impact of social customer service on specific marketing objectives and brand perception.
Metrics company Sentiment recently created the following infographic to explain the diverse skills, processes and tools used by marketing and customer service professionals, and how the two branches can work together effectively:
Marketing teams aim to increase brand awareness and lead generation through pushing out information and generating positive engagement; customer service teams aim to improve customer satisfaction and increase customer retention by listening, and responding to customer needs.
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