When I worked in the marketing department for Lexmark in the UK, we made a case for including Customer Service personnel in our department, rather than in technical support. We were right then, and we’d be more than right now.
Steve Edelman, in his blog today, also recalls his prophecies about customer service. In this post, he cites a 2008 study from the Society for New Communications Research that reports highly influential “consumers are using social media channels to share their personal customer service experiences and learn about others’ care experiences when making purchase decisions.” The conversation in the comments section in Steve’s posting is also interesting.
So, I ask you – is customer service seen as a necessary evil in your business, or do you view it as an opportunity to turn your customers into raving fans?
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