| Contact Center/CRM Views and Analysis

June 2011

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The (Social) Customer Isn't Always Right

June 8, 2011

There appears to be a tendency with social media as a new and highly visible channel to overstock the value of the sentiments expressed in the posts and Tweets, that they do accurately represent the voice of customer and that the complaints are accurate and well-founded. And that those who made them must be supplicated to keep them as customers, lest they tell hundreds of others never to do business with one’s company ever again.

These set of attitudes with social media reflect the cliché “the customer is always right.”


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