Why Community is the Next Phase of Customer Experience

Not too long ago, companies could care less about customer service.Have a problem? Have fun waiting on hold for an hour while you wait for someone whose goal it was to not help you.Then slowly that started to change thanks to our old pal, the internet.Suddenly customers had a voice so companies started to get a little better at customer service.More recently, social media amplified that voice and so companies had to adapt again and get event better at not just responding, but also actively listening and responding.Community is the next phase.Today companies are creating an exceptional experience for their customers not just by responding to customers but by being proactive and finding ways to wow customers while helping them engage with other members of the community.