Research & Trends: CRM Strategy, Social Media Savvy

By Sean Alexander, IHL Group

When it comes to customer service, we all have our opinions on who performs well. Usually, we rate good performers for one of two reasons: 1) They consistently deliver great service in the store, or 2) they recovered well after a bad experience. While corporate culture, hiring practices, and reputation affect both of those reasons, often overlooked is the role that technology can play in helping deliver a quality experience.