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Why DIY just won’t cut it in customer experience

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In a social world, it is easy for an aggrieved customer to air their discontent with the world over Facebook or Twitter, for example, but experience tells us that most will ask retail brands for attention and help in resolving the issue first. This provides a very public opportunity for a brand to showcase their customer skills and increase loyalty, but far too many businesses are simply not joined up enough across channels to achieve this. Graham Ede at Yonder Digital Group, explains how a multichannel approach can help retailers leverage social media interaction (and indeed even complaints!) to grow loyalty and improve brand reputation.

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Image : Momentum Vision / Shutterstock

13 February 2017
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