Shel Holtz argues that customer and tech support people should report into public relations because those functions have become so critical to a company’s public image. I agree. The #1 topic of blogger complaints is about customer support problems, yet businesses continue to outsource, scale back upon and marginalize this critical function. One bad customer experience can create a small tornado in the blogosphere and a pattern of bad experiences can undercut a company’s public image and valuation. So we do we under-invest in this area? – post by pgillin
– post by pgillin