SlideShare is now on Android. 15 million presentations at your fingertips.  Get the app

×
  • Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
 

How Strategic Social Customer Service Generates and Preserves Revenue

by Consultant at  KathyHerrmann.com on Aug 18, 2012

  • 619 views

Most organizations measure the value of customer service as a cost center. Few take the position of seeing customer service as the provider of customer satisfaction, loyalty and word of mouth.

Most organizations measure the value of customer service as a cost center. Few take the position of seeing customer service as the provider of customer satisfaction, loyalty and word of mouth.

To view customer service as a strategic asset requires that the organization see customer service as a revenue generator and a preserver of revenue. Strategic customer service then provides a new financial view of service and the investments in the end-to-end customer experience.

In this talk, we’ll cover strategic social customer service, including:

* Impact of social media on customer problem prevention.
* Why customer service is PR and PR is customer service.
* Large, blue chip company case study for social customer service ROI.

Statistics

Views

Total Views
619
Views on SlideShare
597
Embed Views
22

Actions

Likes
0
Downloads
12
Comments
1

4 Embeds 22

http://www.kathyherrmann.com 17
http://www.linkedin.com 2
http://kathyherrmann.com 2
https://www.linkedin.com 1

Accessibility

Categories

Upload Details

Uploaded via SlideShare as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel

11 of 1 previous next

  • kamarouski Andrei Kamarouski, Research-Analytics Director at SMM3 Great presentation, Kathy. But I don't realize how SM Team does make savings/revenues with nonvocal customers. Is there any engine to detect these customers and engage they proactively? 1 year ago
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

How Strategic Social Customer Service Generates and Preserves Revenue How Strategic Social Customer Service Generates and Preserves Revenue Presentation Transcript