[[{"@context":"http:\/\/schema.org","@type":"Answer","url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/30\/2021-cpg-retail-trends-that-will-define-the-industry-in-2021\/","name":"What is social customer experience?","text":"Social customer experience is how your customer interacts with your brand on social media. It\u2019s the collection of engagements, likes, replies, DMs, shares, comments, and follows across all your profiles and pages.","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/#Answer1"},{"@context":"http:\/\/schema.org","@type":"Answer","url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/30\/2021-cpg-retail-trends-that-will-define-the-industry-in-2021\/","name":"How to socialize your entire CX","text":"Start by mapping out your social customer journey. Just as you create a journey map for your overarching customer experience, create one that specifically focuses on social. What platforms are you on? How is your audience connecting with you there? (And: are there any platforms you\u2019re not on, but should be?)","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/#Answer2"},{"@context":"http:\/\/schema.org","@type":"Answer","text":"No matter your industry, as time goes on your customer base will increasingly be made up of millennials and Gen Z, the majority of whom are active on social media. The sooner you start to prioritize your social customer experience, the better.","url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/30\/2021-cpg-retail-trends-that-will-define-the-industry-in-2021\/","name":"Social customer experience is here to stay","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/#Answer3"},{"@context":"http:\/\/schema.org","@type":"BlogPosting","about":["https:\/\/www.wikidata.org\/wiki\/Q11830691","Customer Experience","Customer Engagement","Social Media","Commerce","Sales","Marketing","Customer Service","Service","Customer Journey","https:\/\/en.wikipedia.org\/wiki\/Customer_experience#Customer_experience_management","https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/#BlogPosting#2"],"name":"Social customer experience management: Definition, benefits, examples","headline":"Social customer experience management: Definition, benefits, examples","datePublished":"2021-12-07","keywords":["Social Commerce","Social Media Customer Service","Social Media","https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/#BlogPosting#3"],"dateModified":"2022-04-12","wordCount":1165,"articleBody":"Remember when the thought of companies using social media platforms was laughable? After all, these sites weren\u2019t transforming how we live or anything. They were just a flash in the pan and we were happy to let them enjoy their 15 minutes of fame.Well, to paraphrase Cardi B, those little 15 minutes lasted long as hell.Flash forward to today. Social media has become so pervasive, companies can\u2019t afford to ignore it, and social customer experience is now a strategic business priority.Why? Because increasingly, that\u2019s where customers are:3.9 billion people worldwide are social media users (that\u2019s almost half the world\u2019s population), including:2% of Baby Boomers5% of Gen X4% of Millennials97% of Gen ZSo, if you\u2019re not already paying attention to your social customer experience, you should be.      Generation Z stats: How marketers can reach  the up-and-coming buyer                Everything you wanted to know about The Youth but were afraid to ask. These Gen Z stats provide insights into the values, deal-breakers, rules of engagement, and trends of the up-and-coming business leaders of tomorrow.      What is social customer experience?Social customer experience is how your customer interacts with your brand on social media. It\u2019s the collection of engagements, likes, replies, DMs, shares, comments, and follows across all your profiles and pages.Most companies today have a social media presence, and are adept at using it to connect with customers or promote their brand. But fewer have integrated social into the entire customer experience.That means companies that are able to do so, and do so well, could secure a strong competitive advantage.      Digital experience management trends transforming CX in 2022                If you want to secure a competitive edge in the coming year, here are five digital experience management trends you can't ignore.      How to socialize your entire CXStart by mapping out your social customer journey. Just as you create a journey map for your overarching customer experience, create one that specifically focuses on social. What platforms are you on? How is your audience connecting with you there? (And: are there any platforms you\u2019re not on, but should be?)Then, use that to identify areas of your customer experience where social engagement may boost performance.Here are just a few ways to make the most of social media across different CX pillars.MarketingMost brands see social media as an extension of their marketing program. It\u2019s a way to build brand awareness and promote products, services and events to a ton of people. But it doesn\u2019t have to stop there.Sure, you\u2019ve got social profiles for your company. But you could go further by tapping into an invaluable marketing resource: your employees.Enabling leadership and employees to engage turns them into social brand advocates for your company. It humanizes your brand and is a great way to showcase your team\u2019s expertise and thought leadership.To do this effectively, you need to be sure you\u2019re sharing content that\u2019s relevant and compelling enough that customers and employees alike will want to engage. Don\u2019t just push products and promotions. Share thought leadership. Promote corporate responsibility initiatives. Host TweetChats or LinkedIn Live events to talk about industry trends.This all helps boost your brand\u2019s reputation and build deeper connections with your audience online.      Employees as social advocates: It\u2019s a two-way street                Empower your employees to be social advocates by giving them training and support. Give them the freedom to represent your brand.      Customer ServiceToday, 63% of customers expect brands to deliver customer service via social channels. And 34% say social is their preferred channel for service (over phone, email, or chatbots).To deliver exceptional service on social, it helps to understand why customers like it. People typically opt to engage with brands on social media for two big reasons: it\u2019s fast, and it\u2019s personal. (Which just so happen to be two things they look for in great customer service!)So if you\u2019re going to use your social channels to field service requests (which you should), be sure to keep those factors top-of-mind. Avoid over-automating tasks, and be proactive about responding to messages quickly.Caveat: If you can\u2019t be \u201con\u201d 24\/7, it\u2019s okay to automate responses during off hours to manage expectations. Just be sure to follow up first thing the next morning.      Social media customer service: Top 10 best practices                A social media customer service strategy can boost customer engagement, loyalty, and trust by being there when - and where - your customers need you.      SalesHow can you infuse social customer experience into your sales organization? Social selling involves building vital sales relationships (such as prospecting and nurturing leads) on social channels. It\u2019s not a new concept, but it has certainly leveled up in our post-pandemic era.And it\u2019s effective. According to LinkedIn:Sales reps who responded quickly to social media inquiries saw a 5% increase in annual revenueIt costs 75% less to generate leads on social platforms versus other mediaReps who embrace social selling are 51% more likely to reach their quotasIf you want to sell smarter, build social selling into your larger sales strategy. Use social data to identify prospects, and train your reps to use social channels to build strong relationships with customers and prospects.      Social selling isn\u2019t about selling                The explosion of digital, social and mobile technology hasn't changed sales basics. Social selling is about knowing your customer.      CommerceI don\u2019t know about you, but I am a sucker for Instagram ads. I\u2019m more likely to buy a product served up to me there than on basically any other platform.And, I work in marketing and tech \u2013 I know\u00a0I\u2019m being targeted and marketed to. Knowing doesn\u2019t make it any less effective \u2013 no matter what state I\u2019m in.Social commerce is an extremely effective commerce strategy, allowing you to sell products to customers directly from your social channels. It\u2019s a $89.4 billion industry.It\u2019s effective because it removes the barriers between a customer seeing a product they like, and purchasing it. They can see the product, read reviews left in the comments, and purchase without ever leaving their app.Not all platforms support social selling. Right now it\u2019s mostly prevalent on Facebook, Instagram and Pinterest, although TikTok just recently launched a shopping option, too.      Like and buy: How to strike gold with social commerce                Social platforms provide brands with a unique window to meet shoppers where they are most engaged. Find out how brands can build a profitable social commerce strategy.      Social customer experience is here to stayNo matter your industry, as time goes on your customer base will increasingly be made up of millennials and Gen Z, the majority of whom are active on social media. The sooner you start to prioritize your social customer experience, the better.  Personalization: It\u2019s not magic.It\u2019s method.Find out who does it best HERE.","description":"Companies today can\u2019t afford to ignore social media in their customer experience. Here's how you can start socializing your CX today.","url":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/","subjectOf":{"@type":"FAQPage","name":"Social customer experience management: Definition, benefits, examples","dateCreated":"2021-12-07","description":"Social customer experience is how your customer interacts with your brand on social media. 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After all, these sites weren\u2019t transforming how we live or anything. They were just a flash in the pan and we were happy to let them enjoy their 15 minutes of fame.","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/#FAQPage"},"author":{"@type":"Person","image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/283f827308e9964415916a9beba427c6?s=96&d=mm&r=g","height":96,"width":96,"@id":"https:\/\/secure.gravatar.com\/avatar\/283f827308e9964415916a9beba427c6?s=96&d=mm&r=g"},"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/","name":"Emily Morrow","identifier":216,"@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/#Person"},"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg","height":"96","width":"293","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg"},"address":{"@type":"PostalAddress","name":"The Future of Commerce","addressCountry":"https:\/\/www.the-future-of-commerce.com\/#Country","addressLocality":"Newtown Square","addressRegion":"PA","postalCode":"19073","streetAddress":"3999 West Chester Pike","@id":"https:\/\/www.the-future-of-commerce.com\/#PostalAddress"},"url":"https:\/\/www.the-future-of-commerce.com\/","alternateName":"The Future of Commerce and Customer Engagement","additionalType":"news media","name":"The Future of Commerce","description":"News, information, and analysis on the future of commerce, including e-commerce, customer engagement, B2B, B2C, DTC, supply chain, sustainability, and purpose.","sameAs":["https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.the-future-of-commerce.com\/feed\/"],"contactPoint":"https:\/\/www.the-future-of-commerce.com\/#ContactPoint","legalName":"The Future of Commerce","parentOrganization":"https:\/\/www.sap.com\/index.html#Organization","numberOfEmployees":"https:\/\/www.the-future-of-commerce.com\/#QuantitativeValue","@id":"https:\/\/www.the-future-of-commerce.com\/"},"image":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/12\/social-customer-experience-ftr-1.png","height":375,"width":1200,"@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/12\/social-customer-experience-ftr-1.png"},"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/#BlogPosting"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"12","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/12\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"07","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/12\/\/07\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Social customer experience management: Definition, benefits, examples","item":"https:\/\/www.the-future-of-commerce.com\/2021\/12\/07\/social-customer-experience-management-definition-benefits-examples\/#breadcrumbitem"}]}]