Social media as a service differentiator: How to win

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Share this email Share this email on LinkedIn   Share this email on Twitter   Share this email on Facebook   AN ARTICLE A DAY, PICKED BY OUR EDITORS Let’s say you have a question about a product or some feedback for the company about your experience with it. Chances are you’ll head to social media. Indeed, one survey discovered that when consumers have a bad experience, half will complain publicly on social channels. These days, customer service is a public affair, and more companies are turning to social as a full-service channel that can help customers and drive positive brand experiences. And while there are challenges aplenty, organizations that get it right could see an edge. A new article lays out a framework on six key areas of social media servicing excellence—check it out for #HappyCustomers. — Joyce Yoo, digital editor, New York Social media as a service differentiator: How to win With customers increasingly moving their service interactions onto social media, companies have an opportunity to leverage these channels to differentiate their service experience. Keep up Quote of the Day “Without an inclusive environment, even an organization with a diverse employee population will probably struggle to improve its long-term performance. The widespread adoption of hybrid work has complicated the struggle to build and maintain such cultures.” —Get informed on how hybrid work can work for everyone in “Hybrid work: Making it fit with your diversity, equity, and inclusion strategy” Chart of the Day See today’s chart Also New Logistics disruptors: Flexport’s Sanne Manders on being customer obsessed and thinking differently Founded in 2013, Flexport rose to become the sixth-largest freight forwarder in the transpacific region in less than a decade. How? Learn from a leader Space around the globe The United States remains the epicenter of space activity, but many more countries are getting involved and increasing their investments. Shoot for the stars Fueling digital operations with analog data Intelligent document processing, with humans in the loop, allows companies to bridge the business operations gap between the analog and digital worlds. Look ahead Follow our thinking Share these insights Did you enjoy this newsletter? Forward it to colleagues and friends so they can subscribe too. Was this issue forwarded to you? Sign up for it and sample our 40+ other free email subscriptions here. This email contains information about McKinsey’s research, insights, services, or events. By opening our emails or clicking on links, you agree to our use of cookies and web tracking technology. For more information on how we use and protect your information, please review our privacy policy. You received this email because you subscribed to the Daily Read newsletter. Manage subscriptions | Unsubscribe Copyright © 2022 | McKinsey & Company, 3 World Trade Center, 175 Greenwich Street, New York, NY 10007