Social Customer Experience: Engage and Retain Customers through Social Media

Chapter 4 The Social Customer Experience Ecosystem

This chapter concludes Part I and the introduction to social technology and its impact on customer experience. It pulls together the elements of the social customer experience ecosystem—profiles, applications, communities and forums, and more—and thereby provides the basis for understanding how to connect current and potential customers with the inner workings of your business or organization, where collaborative processes can drive long-term benefits.

Chapter contents:

• Social identities and profiles
• Social applications
• Social channels
• Brand outposts and communities
• The social ecosystem

Social Identities and Profiles

At the center of the Social Web and the shared activities that define ...