Social Customer Experience: Engage and Retain Customers through Social Media

Introduction

“If you have questions, go to the store. Your customers have the answers.”

Sam Walton, founder, Walmart

Arriving at Bengaluru International Airport in India, coauthor Dave Evans found his checked bags on the luggage carousel within seven minutes of landing. A “wow” experience to be sure. He tweeted that. Arriving late at night in Austin after a weather-related flight delay, he was greeted by a driver arranged by United Airlines for transportation to his home so that his wife and son would not have to wait alone for him in a darkened airport. Another “wow” experience. He wrote a blog post and follow-up article about that.

This is social customer experience management in action: running your organization in a way that generates the ...