Let's not kid ourselves - at the end of the day we have to make money. Intuitively, we all know that organizations with better experiences make more money; and practically, the ROI of CX has been proven without question (just checkout Walker's CX Index.) But the ROI of Social CX hasn't been recognized as widely as traditional CX, and that's no surprise.
Switching from traditional CX to social CX will enhance your returns.
The enhanced returns from Social CX
Decreased Software Costs
Improved Customer Retention
Improved Lifetime Customer Value
Engaged Employees and Customers