Customer Expectations Demand Brands to Staff Round-the-Clock Social Media Teams

One of my favorite projects of the past few years was supporting the research and syndication of an agency white paper about the changing expectations surrounding customer experience, or CX.

The Q217 Sprout Social Index had recently published when our own research was coming together, and it sparked our curiosities surrounding response times on social media. What lengths would brands need to go to in order to not only meet, but exceed, the CX standard for quality community management on social media.

I wrote about these expectations and more in detail…you can read my full take on social media response times in Columbus CEO‘s Guest Blog.

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