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The Companies We Keep: Social Networks, Customer Service, and the Coming Corporate Challenges

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Part of the The Economics of Information, Communication, and Entertainment book series (ECOINFORM)

Abstract

Since their emergence less than a decade ago, social media platforms have become ubiquitous in all areas of life, commerce being no exception. But no sooner had the corporate juggernauts signed on to Facebook, Twitter, or Instagram than it became clear that the boardroom and the Tweetdeck are two diametrically opposed environments with divergent—and frequently oppositional—worldviews. What followed was an adjustment period during which consumers and customer service agents alike worked to construct the new terms of their interactions.

Building on extensive research conducted over the course of the last 5 years and surveying everything from average response times to customer expectations, this chapter will shed light on the process, explore the taxonomy of the interactions between corporations and their customers on social media, and reveal a handful of surprising findings, such as the growing confluence between social media presence and brick-and-mortar stores.

Keywords

  • Customer Service
  • Senior Executive
  • Social Media Platform
  • Social Network Platform
  • Local School Board

These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Fig. 3.1

Notes

  1. 1.

    “Social Media and Customer Service: From Listening to Engagement,” the Aberdeen Group, October 2012, http://www.oracle.com/us/products/applications/aberdeen-social-customer-svc-1902160.pdf.

  2. 2.

    “Social Media: An Emerging Customer Service Channel,” Clickfox, http://web.clickfox.com/rs/clickfox/images/cf-survey-results-social-media.pdf?mkt_tok=3RkMMJWWfF9wsRonvarMZKXonjHpfsXx7%2BouXLHr08Yy0EZ5VunJEUWy2YADS9QhcOuuEwcWGog8wwBRGeuTc5g%3D.

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Correspondence to Liel Leibovitz Ph.D. .

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Leibovitz, L. (2015). The Companies We Keep: Social Networks, Customer Service, and the Coming Corporate Challenges. In: Einav, G. (eds) The New World of Transitioned Media. The Economics of Information, Communication, and Entertainment. Springer, Cham. https://doi.org/10.1007/978-3-319-09009-2_3

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