O'Reilly logo

Social Customer Experience: Engage and Retain Customers through Social Media by Joe Cothrel, Dave Evans

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 7 Five Key Trends

This chapter covers five key trends that are driving the adoption of social technology in business, trends that as a result are forcing organizations to change and adapt. This chapter takes a look at significant consumer technology trends, ranging from engaging right here, right now, to making a game of everything, and places each into the context of a business that is setting itself up for success in the face of seemingly constant change.

Chapter contents

  • Real-time engagement
  • Mobile computing
  • Co-creation
  • Crowdsourcing
  • Gamification

Real-Time Engagement

Right here, right now. What’s going on, and what do your customers need? More importantly, if you know the answers to these questions, what can you do about it? ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required