Tuesday, February 24, 2009

5 Recession-Busting Customer Service Strategies

Christopher Musico of DestinationCRM.com, reports that the one thing that happens in a downturn is that everyone is focused on keeping customers," explains Natalie Petouhoff, senior analyst at Forrester and co-author of the report "The Economic Necessity of Customer Service." "Don't you spend on advertising? Of course you do, and it costs money -- but it has value if it's done well. The same goes for investment in customer service."

Petouhoff's 5 Recession Busters:

make self-service work across all channels;
be proactive about chat;
invest in online social-networking communities;
explore unified communications (UC); and
empower sales agents with co-browsing tools.

What do you think? Could you add a few more to the list?

1 comment:

Dwight Hunter said...

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Dwight Hunter