Why Companies Still Struggle on Social Media

Posted June 24, 2015 

The Northridge Group CEO, Therese Fauerbach discusses the latest report,The State of Customer Service Experience 2015, in a recent Chicago Tribune Blue Sky Innovation article. The research found that social media customer service has fallen short of customers' expectations. Fauerbach explains, "Within organizations in business, there's still a struggle in who owns it." 

The Northridge Group's Executive Practice Lead, Customer Experience and Contact Center Management, Pam Plyler, gives additional recommendations for companies seeking to improve customer experience, specifically in the social media channel. 

To read more, visit The Chicago Tribune Blue Sky Innovation