Mobile and social media are emerging as more influential customer support and experience channels, according to the results of a survey conducted by WBR Digital. Two-thirds of customer experience professionals responding to the survey said they already have (33%) or are planning to develop (35%) mobile into an active support channel this year. And 6 in 10 said that social media has become a greater priority over the past year in addressing customer needs and building customer experience.
Overall, 2 in 3 respondents indicate that they have a multi-channel customer strategy in place. The primary KPI for customer experience efforts remains satisfaction-based, although loyalty-based measures are also prominent. Read the rest at MarketingCharts.