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Evolving Customer Service Online: We're All In This Together

Event Interactive 2010
Format Panel
Organizer Melanie Baker – PostRank
Description Community-focused culture is changing relationships between companies and customers and how they work together. Customers/users are becoming community members, a more active role beneficial to everyone involved. We'll discuss evolving customer service, integration into company culture, adoption curve, different challenges depending on business/community type, and balancing service with selling.
Questions
Answered
  1. How is customer service between companies and customers evolving?
  2. How do you integrate customer service into company culture (rather than it being just a department)?
  3. What is the adoption curve?
  4. What are the different customer service challenges for different kinds of businesses?
  5. How to you balance community building and providing good customer service with selling?
  6. What problems are there dividing up customer "ownership" among different departments?
  7. Why would companies want to build community - don't they just want to sell stuff?
  8. How is great customer service a form of marketing?
  9. Why does providing great customer service within companies matter as much as providing it to customers?
  10. Can doing customer service differently help companies save time and resources and make more money?
Level Intermediate
Category Branding / Marketing / Publicity, Business / Entrepreneurial / Monetization, Community / Online Community, Online Relationships, User Experience
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