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    Entries in social customer service (1)

    Thursday
    Oct182012

    How Strategic Social Customer Service Generates and Preserves Revenue

    The slide deck below is from a presentation Dr. Natalie Petouhoff and I did for the 2012 Customer Service Experience conference, which was an offshoot of CRM Destination.

    In it, we discuss how social media can be used to retain customers, leading to retained revenues from avoiding customer defections. We also included an in-depth case study from a blue chip company’s social customer service team.

    Click to read more ...