15 years ago (a lifetime in business) there was some debate and even fear surrounding social media and its place in the customer experience. Now social media is an accepted norm (ho hum) and companies must establish repeatable ways to
One miserable [United Airlines] Customer Journey
![One miserable [United Airlines] Customer Journey](https://i0.wp.com/pivotpointsolutions.net/wp-content/uploads/2018/11/baby-e1543524870370.png?resize=130%2C126&ssl=1 "One miserable [United Airlines] Customer Journey")
One disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. I missed one recently that blew up social media but it still warrants a quick post. In the
Twitter and Customer Experience… Told You So
Several years ago, Twitter, Facebook and a host of other has-beens were portrayed as the path to revolutionize customer service. But social media is just another tool, like the telephone (which didn’t revolutionize service) and email (which also didn’t save
Integrating Social Media into a Customer Experience Strategy
Depending on your perspective you may view social media as either panacea or money pit when delivering a customer experience. Molly Flatt considers a similar question in her article Social customer service: a must-have or a let-down? The answer is