- May 9, 2013
- 27 Comments
Part Two. An edited excerpt of What’s the Future of Business, Changing the Way Businesses Create Experiences
In Part 1 of this series, The First Mile: The Broken Link of Social Media Customer Service, we reviewed the opportunities and challenges that face any business seeking to engage customers in social networks. To become customer-centric requires a culture that supports customer-centricity and an active investment in defining the first mile experience.