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29 November 2012 CUSTOMER ENGAGEMENT SUMMIT 2012
Video and social media are going to play an increased and more important role in good customer/employee engagement. Although it’s not the same as a true face to face encounter, it’s pretty close and does provide more impact than the written word alone. One client said they had found video to be a really powerful tool when gathering customer comments, just seeing and hearing the customer talk about why they had been disappointed with a service and perhaps even left a company was so much more memorable and thought provoking than just the bare statistics.
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