The early phases of social customer service within an organisation often involve a shift of ownership. Typically, this begins in corporate communications or marketing and ends up in customer service or a combined team.
Unfortunately many organisations waste too much time stuck at this evolutionary point. They are unable to resolve apparently conflicting agendas or develop a scalable model that serves both brand and customer interests.
In this webinar we will explore the key issues that need debate and resolution.
· Why the ownership issue exists and the problems of not addressing it successfully
· Understanding functional perspectives. What Marketing thinks and what Customer Service thinks
· The choices in operating models going forward. The pros and cons
· Developing a shared vision based on win-win outcomes