T he debate over who owns the customer still looms in the shadows of company hallways and conference rooms. There is no one right answer because every department, team and employee owns the customer and takes part in shaping a positive customer experience. Customer service is no longer an area to triage customer complaints. It’s about anticipating customer needs at the right time and place. Organizations must relearn how to interact with their community, shed some of the heavily automated barriers, and get back to the basics of customer service. 1. Apply Your Current Service Strategy to Social Media To get where you’re going, sometimes it’s helpful to learn more about out where you’ve been. Most likely, your company has a customer service and response strategy in place to handle issues through e-mail, chat and phone. Avoid reinventing the wheel by creating new response strategies and processes. Take time to review how customer inquiries and outreach are currently being handled. What ar...
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