The Rise of Social Customer Service copertina

The Rise of Social Customer Service

The Rise of Social Customer Service

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 Lucas and Luna explore how brands are treating social media as a primary customer service channel rather than just a marketing megaphone. Using recent data on response times and sentiment analysis, they discuss why the speed of reply matters more than the polish of the message. The episode breaks down the operational shift from campaign-driven posts to real-time problem solving, highlighting how companies like Zappos and Delta Airlines have built loyalty through crisis management on public feeds. They examine the hidden costs of this strategy, including the strain on support teams and the risk of public escalation, offering listeners a concrete framework for measuring social service ROI beyond simple engagement metrics. #CustomerService #SocialMediaStrategy #BrandReputation #RealTimeMarketing #ConsumerBehavior #DigitalCX #CrisisManagement #SocialListening #SupportOperations #PublicRelations #FexingoBusiness #BusinessPodcast #MarketingTrends #TechInBusiness #EconomicsOfAttention #RetailStrategy #HospitalityIndustry #AirlineTravel #EcommerceGrowth Keep every episode free: buymeacoffee.com/fexingo
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