Next big frontier for customer engagement and interactions

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Reference no: EM132225542

Social Media is rapidly emerging as the next big frontier for customer engagement and interactions. There are millions of customer interactions taking place every day on Social Media sites such as Facebook, Twitter, YouTube, etc. as well as a vast number of customer support forums and online communities. This trend also reflects a fundamental shift from predominantly enterprise-customer interactions to customer-customer interactions that influence enterprise- customer relationships. It therefore becomes imperative for enterprises to have a sound Social Media customer engagement strategy. What are some of the main challenges/opportunities that Enterprises are facing as they implement Social Media tools to capture customers, please illustrate it with application in two domains of your choice. What are the strategies that you suggest would be effective to capture customers, while building a strong foundation to improve customer loyalty? Please provide examples wherever applicable.

Reference no: EM132225542

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