Good customer service once meant saying "please" and "thank you" and addressing each person who approached the sales counter by name. But that was before the Internet made e-commerce a fact of life and social media gave every ever-so-slightly annoyed customer the capacity to ruin you brand in 140 characters — or less.
When it comes to obtaining and retaining customers, remembering what you learned in kindergarten really isn’t enough anymore. Now it hinges on the effective use of social media and other Internet-based resources, a fact confirmed by a new study from Consero Group, a Bethesda, Md.-based company that specializes in planning and hosting industry-specific conferences.
What’s more, Chief Customer Experience Officers will continue to need a variety of new tools and processes to manage the smart consumer effectively and retain customers in a competitive marketplace, Consero CEO Paul Mandell told CMSWire.