As we hurtle towards the close of the year, I am super excited about what I believe we are going to see more and more of in 2013 in the world of social engagement. Namely, multi-channel; the integration of social content across the enterprise; and connected customers.
Social commerce tools such as ratings and reviews pave the way for three-way communication allowing brands to interact with consumers and vice-versa and also allowing consumers to share info with each other. If implemented and executed properly, the results are astounding, but failure to do things right in the first place can leave you wondering where your investment has gone.
World leading car rental company Hertz is taking customer feedback to the next level, by using reviews collected and posted on its website internally to evaluate its customer service departments