The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a competitive necessity. And that’s true whether you’re a small startup or a multinational corporation.

No surprise, then, that customer service and support is one of the fastest-developing and dynamic aspects of the social phenomenon. But how do you get it right? Where do you start, given the vastness of the social landscape?

In working with organizations that are both leading the charge and peddling fast to catch up, five key steps continue to emerge. This isn’t quite as easy as paint-by-numbers, as every component requires some thought and work. But getting these things right will ensure you’re moving in the right direction…read more.

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