Companies need to rethink the channels through which they connect with customers. They need to go beyond the standard call center metrics and proactively incorporate customer satisfaction, such as engaging through Twitter. The difference often translates into improvements in customer loyalty, online reviews and recommendations and ultimately, brand reputation and bottom line sales.
Shifting From Call Center to Customer Relationship Center
CMO, CSO, People and Change, Retail and Consumer Goods
March 6, 2014