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Social Media – How should customer strategists be involved?

Opinions vary widely as to who should "own" social media activity…regardless of where it sits in your organization, there are many ways the Customer Experience professional can be involved:

  • Use social media to engage with customers. Social media should be built into our internal and external communication plans.
  • Look for opportunities to align the loyal customer base with social media actions. How can you leverage your loyal customers as brand advocates?
  • Identify the noise. Insights from a customer listening program identify which online conversations are noise and which can build (or erode) customer loyalty.
  • Garner competitive insights. Many social media sites are publicly available allowing an extension of the customer listening to include competitive intelligence.
  • Gain information about our most valuable customers. Like conducting a deep dive on the competition, we can also use social media to learn more about our key customers.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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