Zone Labs is using Cisco SocialMiner to track social media sites such as Facebook and Twitter, increase customer engagement across the social media landscape and increase revenue. In the video below, Zone Labs CEO Petter Etholm describes Zone’s new social media strategy with Cisco SocialMiner. Cisco and Zone will be hosting a multi-city TelePresence fireside chat with press and analysts tomorrow to talk further about the changing nature of customer service and the customer-led revolution in customer relations.
The ability for a business to effectively communicate with their customers in a manner that is supportive of HOW the customer communicates is changing rapidly these days. Many people are happy communicating via phone while others have made a full on switch to social media platforms -- areas that may allow them to express themselves more fully to an audience that they have defined. Many of us…may just like to hear ourselves talk.
The challenge for a business today is how to listen. If I complain or want to rant about a negative experience with your company, should I expect a response?
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