From the study, Apple had one of the highest positive net sentiments for customer support – but even it lagged behind brand sentiment, indicating customer support is a net negative for the brand overall.
= Opportunity to raise social brand perception. Apple Sentiment Apple Customer Support Sentiment iPhone 4G’s antenna issues White paper highlights
Kim Keating, SPOT Consulting & Dave Evans, Social Dynamx
TELUS International commissioned the benchmarking study from Kim Keating and Dave Evans, independent consultants with deep experience in customer service and social media. Dave is a best-selling author and social strategist for Fortune 500 companies. Kim has over 17 years in customer service and contact center consulting.
TELUS International is the global arm of TELUS, a leading national telecommunications company in Canada with over 12 million customer connections. TELUS International delivers contact center outsourcing solutions to some of the world’s largest and most respected corporations. Its multi-channel programs include voice, email, chat and social media customer care.
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Connect / Download Learn more: Web: telusinternational.com Twitter: @TELUSint Email: [email_address] 1.800.306.1586 (toll free North America) 1.780.392.0160 (global) Click to Download White paper highlights