The Customer Service Paradox: Companies vs. Customer…Guess Who’s Right

I was recently at a CRM industry conference where a prominent CEO said that the overwhelming question he is hearing from customers and prospects alike is how can they keep their customers.  At this same event, a great panel of customer service executives was asked if there were any specific things that keep them up at night – without hesitation all five panelists said social media.

The reason these two things caught my attention is because the answer to the question the CEO kept hearing probably has a lot to do with the thing keeping the panel of customer service executives up at night.  Social channels and how customers are using them to communicate continues to offer both an opportunity to keep them on board longer, and a challenge to be able to effectively engage them with.

To be continued at http://jacada.typepad.com/jacada-blog/2010/10/the-customer-service-paradox-companies-vs-customerguess-whos-right.html

Photocredit: akirasek