Announcing TSIA’s B2B Social Engagement Rating

Posted by John Ragsdale on 8/17/17 5:00 AM

The old adage, “Happy customers tell three people, and unhappy customers tell ten,” has become very outdated, with unhappy customers complaining to millions via Twitter, Facebook, Snapchat, etc. As the airlines learned this year, one negative customer experience can not only go viral on social, it can wind up as the headline of the five o’clock news. And don’t think this can’t happen to technology support as well. We’ve seen videos of repairmen sleeping in a customer’s living room, and heard recordings of support technicians who lost their temper, all broadcast to the world via social media.

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Topics: B2B, social media, Behind TSIA Research, Social Engagement Rating (SER)


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