The Social Piece of the Customer Service Puzzle
It’s important to keep the story of eService in mind when thinking about social media’s role over the past few years in reshaping the ways customers interact with brands. Undoubtedly, the influence of social channels has been at least as profound — and perhaps even more profound — than that of eService. With social networks, forums, blogs and so on, customers now possess powerful, public channels for voicing their opinions, crowdsourcing and, ultimately, exercising their influence over how brands are perceived. Businesses are no longer in complete control of their images.
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The Social Piece of the Customer Service Puzzle
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