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Maybe we should all invent our own awards and award them to ourselves?
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The advent of Web 2.0 technologies provides organisations with the ability to radically change how they interact with their customers, dramatically improving service levels and consequently increasing sales.
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Direct2Dell is credited with turning its customer service fortunes around.
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Or is Dell that great? Why am I so obsessed by Dell today?
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One way to find out: measure it. These are fairly compelling stats, especially as some of them address the quality of feedback.
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I’d followed Kami’s trials with HP, so it’s interesting to see that she pops up in relation to Dell’s customer service issues too.
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Hmmm, I had no idea these initiatives were based on salesforce.com. Makes sense – if a blog is essentially a CMS, then an online customer service initiative is essentially a CRM.
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“a private media channel to have a two way dialog with their customers.” That’s ‘talking’, isn’t it?
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If it’s good enough for Dell and Starbucks, it’s good enough for you – and your clients. Jeremiah Owyang points the way to an accessible, usable CRM that lets you improve your service/product/brand/site.
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I love LinkedIn answers. This is why.
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What a pity this doesn’t work with anything else, such as Last FM for example.
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