Social Media and the Customer Journey
Human Connections Through a Digital Platform
Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey.
The Interview with Jamie Gilpin:
The advent of social media has opened new channels for marketers. Marketing is no longer concerned with sales alone; now, marketers must take the whole customer experience into consideration. Social media can provide invaluable insights to marketers for every stage of the customer journey.
A company’s brand is not determined by first impressions and advertising alone. It is now affected at every interaction and experience a customer has with a company and is comprised of that customer’s feelings toward the company. Marketers can use social media as a tool to manage customers’ impressions and define the company’s brand.
There are many areas in which marketers no longer have
