Can social media help to enhance efficiency? To achieve the same results with fewer resources? To achieve better results with the same resources? To maintain or even enhance customer satisfaction levels while investing fewer resources in operations? Learn how social media affects operations in a client case study with sound results.
Figure 1: Touch-point Experience across the Customer Lifecycle - Using
A big IT firm specializing in customized software experienced a decline in customer satisfaction in general and an increase in customers sharing their negative experiences with the customized software online. In order to turn the tide, I advised them to go out on the web and solve the issues as soon as they appeared, rather than waiting until customers approached the firm...
