Customer Service Is the New Marketing: Measuring and Turning Satisfaction into ROI
SAP gathered an all-star panel of customer service minds, including Shep Hyken, Dan Gingiss of Discover, and Natanya Anderson of Whole Foods, to discuss how customer service is indeed at the heart of today's digital marketing. Shep kicked off the talk by saying that customer service isn't a department but a philosophy. Natanya described how Whole Foods structures many departments around the idea of catering to the customer journey, and Dan shared some of Discover's winning best practices, including "first tweet resolution" and why you should never ignore a valid customer complaint. The panel was full of gems of customer service wisdom, and we've gathered some of them below for you.