How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again

Social media connecting peopleNot too long ago, customer care—the proverbial contact center—was regarded as a necessity. It was corporate overhead; operational in nature, something that fulfilled a customer-facing function, much like express lane checkers at a grocery store or tellers at a bank. Move ‘em in, move ‘em out, keep ‘em happy.




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The slow demise of the frequent flyer program

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