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2014 Digital Trend # 5 Social Customer Relations & Service In 2014 we will see more consumer-driven agenda and purpose marketing. Brands will continue to struggle to cope with customer reactions in real-time. Social CRM will at last become truly meaningful in the context of the allied growth in big-data systems, predictive analysis modeling for brands, and social-driven e-commerce. The much-overused and hyped concept of “Online Reputation Management” will find few takers in 2014 – instead, “Social Care” will be the new mainstream of service-lead communications; only a lot smarter, more insightful and linked inextricably to the traditional CRM and customer loyalty solutions of brands and businesses.
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WE STUDIO D APAC
2014 DIGITAL TREND # 5
SOCIAL CUSTOMER RELATIONS & SERVICE
SOCIAL CARE
In 2014 we will see more consumer-driven agenda and purpose marketing. Brands will continue to struggle to cope with customer reactions in real-time. Social CRM will at last become truly meaningful in the context of the allied growth in big-data systems, predictive analysis modeling for brands, and social-driven e-commerce.
The much-overused and hyped concept of “Online Reputation Management” will !nd few takers in 2014 – instead, “Social Care” will be the new mainstream of service-lead communications; only a lot smarter, more insightful and linked inextricably to the traditional CRM and customer loyalty solutions of brands and businesses.
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