Gartner Research

Five Ways to Determine Social Marketing's Role in Your Customer Experience

Published: 27 May 2015

ID: G00271578

Analyst(s): Julie Hopkins , Jennifer Polk


Customer experience initiatives will touch every marketing discipline and channel. Social marketers should answer these five questions to determine what they can contribute to, and glean from, the customer experience.

Table Of Contents
  • Key Challenges



  • What personas are we supporting?
  • What moments are we responsible for supporting?
  • How will social marketing support those moments?
  • What data would help drive cross-channel improvements in customer experience initiatives?
  • How will success and social marketing's role in the customer experience value chain be measured?

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