Online communications can make or break your reputation for customer service
This is the next entry in our “Best of” series, in which we venture deep into the vault to replay blog opinion and insight that has withstood the test of time. Today’s post hails from December 2010. We welcome your feedback.
By Linda Forrest
Customer service is an area of keen interest for us, as those who regularly read this blog will know.
It’s clear that the increased adoption of social media in recent years has had a tremendous, we think positive, impact on customer service. The fact is that online communications can act as a logical extension of effective customer service programs, but can also fail miserably if the organization doesn’t have a solid strategy in place as well as the systems to support that strategy, the people to run it and a commitment to ongoing success in this area.
Am I a customer service expert? No, but I am a life-long consumer, and an adept marketer of technology products and services. These two things combined give me a well-rounded perspective on how online communications, including social media, can be the lynchpin or the undoing of your reputation with customers, prospects and the industry in which you operate.
Let’s first examine the systems that drive your customer relations efforts.
