Facebook's Plan to Take Over the World Next Stop: Customer Service

摘要

The rise of social networking has upended how people interact with each other, and with the organizations with which they do business. Some of this seems to have happened kind of by accident, as a side effect of the popularity of social media when consumers began to understand that social media sites like Facebook and Twitter offered them a large audience with whom to share their frustrations about certain brands. But, lately, Facebook has become quite intentional in its quest to rule the customer experience roost, and it's very well positioned to capture the CX scepter.