Articles

The 3 Rs of Better Social Customer Engagement Social media now informs every aspect of the buyer's journey, from first learning about a brand right through to post-purchase. Whether were looking for a new car or complaining about poor customer service, were increasingly turning to social media to do it. Take the example of the travel industry. In 2014, over 80 percent of travelers used social networks for inspiration when researching hotels or vacation destinations, according to a Google travel study. On the one hand, this is great for brands. With a direct link to customers, brands have more ways than ever of connecting with and understanding their audience. But on the flip side, there's now so much data and so many touch points that keeping track and staying up to speed is pretty c...