Brian Solis: Social Media Customer Service is a Failure!
“Most companies proclaim to be ‘listening’ in the space but very few have changed or implement processes or products based on this listening. Huge ROI can be gained just by measuring changes that stem from listening. It’s sad to say, but the only changes I have seen are those due to large or threatening groundswells. And in my view, change was only made to silence the noise.”
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a friendly linkblog covering email technology, spam prevention, "deliverability," and related topics.
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