BizSugar.com › Customer Service › How Does the Voice Channel Impact Customer Engagement?

Marketing individuals have a lot of ways to interact and “read” their customers online thanks to the power of social networking sites like Twitter and Facebook. Customers are posting their unfiltered opinions about movies, books, local restaurants and brands online after almost every interaction—a brand that can dig through the noise and clutter of social media to find real, valuable insights into the mindset of their customers can really differentiate themselves via the customer experience.