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Customer experience tarnished by stuffy corporate policies

Posted 03-01-2012 in Blog

Embracing social media channels is essential for improving the customer experience but businesses are being held back by antiquated corporate policies according to a study from Siemens.

More than half of the managers recognise that integration between new channels  and traditional customer touch points such as call centres is key to meeting consumer demands for quicker online response times.  However, 50 per cent businesses claim that corporate permission polices have been slow to react to social networking as a tool, hampering attempts to create a seamless experience across multiple channels.

“Only with a future thinking approach coupled with a strong awareness of how communications can have such a positive impact, can businesses overcome the barriers and ensure a competitive business advantage,” says Siemens executive Adrian Brookes.