Customer Experience Management Using Social Media

**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Kimarie Matthews, vice president of customer advocacy and loyalty at Wells Fargo Bank: how to monitor and manage customer experience using social media such as Twitter and the blogosphere. Discover customers' conversations about your brand, turn-around negative sentiment, and build comeraderie for improved customer experience and profitability. (28:55; this interview is highlighted in the article: Customer Experience Management Using Social Media.)