These are also closely related to: "Customer Experience Exchange E-Zine: Taking a swing at social CRM"

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  Social media listening pulls direct opinion, focus groups get personal

  By: TechTarget Customer Experience

  Type: eGuide

  More and more organizations are retiring traditional customer intelligence approaches – like focus groups and phone surveys – in favor of social media listening. But do these old-school methods of gaining customer insights still have a role to play?

  This expert e-guide examines how your organization can use social media to gain customer insights, as well as the value that older information-gathering methods still bring to the table.

  Also inside, uncover best practices for customer experience management (CEM) from a social media perspective.

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  Best Practices in Customer Experience Management

  By: TechTarget Customer Experience

  Type: eGuide

  Customer Experience is based largely in the world of social media where customers engage and interact with brands building customer loyalty and satisfaction. Organizations that understand the importance of social media in customer experience, gain the most insights and efficacy for their campaigns.  

   How can you harness the power of social media to more effectively engage customers foster customer loyalty and drive revenue?

   This expert e-guide offers tips, tricks and best practices for driving social media and CEM success. Read on now to learn more about:

  • Traditional methods of information-gathering
  • The role of social media in providing customer insights
  • The value of automated contact services
  • And more

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