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Retail, Social Media and the Customer Experience

How retailers are using social media to manage and improve the customer experience

During a time when thousands of stores are closing, margins are tight, and the battle to retain shoppers is more difficult than ever, a successful social strategy is an opportunity for retailers to speak directly to consumers and drive widespread, long-lasting interest in their brands and products.

This report reveals how enterprise organizations within the retail industry are using social in their CX strategies and how leaders can use social media to build exceptional and differentiated customer experiences.

Our research looks exclusively at how B2B and B2C companies are engaging with prospects and customers at different stages of the customer journey, and which business functions are using social channels.

  • How social data and customer intelligence can secure early wins
  • Why you should connect social to organizational goals
  • The benefits of using social for more than just brand awareness

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