Special Report: Future Customer Service – The Rise of the Social Customer

If you like graphs better, this is cool! #CobbSM

Dr Jerry A Smith


NewImageDr. Andrew Currah, Social Media Leadership Forum, in conjunction with Natalie Cowen, Head of Brand and Communications at first direct, has just release a excellent report, “Future Customer Service: The Rise of the Social Customer.” The report looks into the role playedby social media within the evolving landscape of customer service.While commissioned by first direct, it is based on the insights of executives, technologists and theoretical experts across the fields of customer service and social media.

The report recommends that leaders in companies need to support the move to social business

  • Make themselves more visible, especially when public crises occur.
  • Provide all employees with the training, tools and authority to engage with customers.
  • Look beyond standard metrics to the value of brand loyalty, advocacy and a sense of community.

Currah explains that building the social enterprise will rely on a combination of cultural,

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