Social Media Leads to Customer Experience Changes in 2013

Phillip Britt

The new year brings with it changes in the ways the companies will seek to enhance customer experiences, according to an annual outlook from newBrandAnalytics, Washington, D.C.

In 2013, the social media expects to see:

Far fewer surveys: In 2012, organizations had a 25 percent increase in online customer reviews, according to newBrandAnalytics data, a trend that is expected to continue this year....

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