INCORPORATE REAL-TIME CUSTOMER ENGAGEMENT (4/8)

Lorenzon (2013) stated that 80% of social media engagement with businesses is related to customer service inquiries and 65% of people prefer online engagement over call centers (p. 33). Having employees ready to respond to customer inquiry promotes a high level of responsiveness where consumers feel valued, are willing keep the conversation active, and are more likely to promote your products and services online and offline.

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