Maximizing customer satisfaction makes an important contribution to maximizing profitability.


When customer satisfaction is so important, what’s the best way to measure and monitor it? Do you rely on customer satisfaction surveys or should you take account of the growing influence of social media?


AT&T’s experience indicates that it’s important to recognize and respond to both. The power of social media to influence corporate reputations is well documented. When large numbers of customers share their bad experiences on social media, the negative impact can be considerable.


By leveraging social media, engaging customers and resolving their concerns, you can gain powerful advocates for your business and build a positive reputation.


AT&T also found that they could quantify the benefits of using social media and demonstrate positive ROI on their activities.


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