julien foussard

Customer Services Must Invest in eReputation Management or Face Death (Wired Innovations)

Customer relationships have radically changed over the past decade — from the efficiency and convenience of the online sales process to the immediacy of social media. The digital generation has high expectations — and low tolerance — for a poor experience: at the first sign of a problem, their response is to share the experience via online forums, Facebook and Twitter. Brands

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