Blogger Shel Holtz on Using Social Media as a Point of Customer Contact - Brandweek, Jan. 4, 2008
tags: social_media_useful
- Shel Holtz argues that customer and tech support people should report into public relations because those functions have become so critical to a company's public image. I agree. The #1 topic of blogger complaints is about customer support problems, yet businesses continue to outsource, scale back upon and marginalize this critical function. One bad customer experience can create a small tornado in the blogosphere and a pattern of bad experiences can undercut a company's public image and valuation. So we do we under-invest in this area?
- post by pgillin
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