Is Customer Service the New Marketing? | Fast Company

Yesterday I attended the VCN Annual Conference in the Netherlands. The chair of the Dutch Customer Service Federation announced 3 action points because of the T-Mobile customer service riot. These are reducing waiting lines, improved collaboration and improving complaint management.  Not a very effective approach in 2011, in my humble opinion.  May be time to acknowledge and start acting according to insights like these. Found at Is Customer Service the New Marketing? | Fast Company. How Thor Muller and the gang at Get Satisfaction have helped thousands of companies and millions of consumers transform the fundamental notions of customer service. Just … Continue reading Is Customer Service the New Marketing? | Fast Company

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