http://ow.ly/hsc9k, The social customer wants to interact with your entire company often—to share feedback, a great experience, or an idea—not just with your support team when there is an issue. You need to constantly be listening, responding to, and learning from these customers in order to create a truly satisfying customer experience.
Adapting to this new way of communicating can be a challenge, but you don’t have to do it alone. Your community manager is working directly with your customers to drive positive business benefits in every part of your company. Community managers:
Drive down support costs by empowering social support and self-service
Identify and incentivize brand Champions to speak on your behalf as word-of-mouth marketing advocates
Solicit, respond to, and document product ideas from your most engaged customers
The Business Value of the Community ManagerDownload the eBook, The Business Value of the Community Manager: The 5 Major Roles a Community Manager Plays, to learn how this role can drive significant value to every department in your company.