ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case
Natalie Petouhof
SEPTEMBER 1, 2016
Customer care extends far beyond the traditional call center. iii] “#McDStories: When a Hashtag Becomes a Bashtag”, Kashmir Hill, Forbes, January 24, 2012, [link]. [iv] Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand.
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