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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.