Nicole van Zanten, CRO of ICUC, joins the Social Pros Podcast to discuss the trend toward one-on-one interaction in social media customer service. Special thanks to our sponsors: Salesforce Marketing Cloud (bit.ly/jaysays) Emma (myemma.com) In This Episode 05:18 - How the arena for customer engagement has changed in the past three years. 08:06 - Why more and more brands are strategizing around dark social. 15:25 - How agency-run social media management works for brands in highly regulated industries. 29:32 - The social media success metrics that matter most to brands right now. 06:39 - How ICUC manages around-the-clock social media customer service for brands around the world. 18:26 - A social media customer service victory that touched Nicole's heart. Resources Get the new State of Marketing report for free from Salesforce here. Stay connected with your email marketing subscribers using Emma. Learn more about how ICUC manages social media customer service. Visit SocialPros.com for more insights from your favorite social media marketers.