Now that customers can air complaints virtually anywhere online, companies can’t risk making big customer service mistakes anymore. Just one bad tweet can get the entire Twittersphere up in arms and threaten the integrity of a brand.
We recently sat down with Wendy Lea, CEO of customer service support platform Get Satisfaction, to talk about what companies should be doing now that the rules have changed.
“All companies, regardless of size, have to consider the ‘outside-in’ opportunity,” she told us, “whereas before they were designing their technologies and processes from inside out.”
Watch Lea talk about what both companies and consumers should be doing today:
Produced by Kamelia Angelova, Robert Libetti and Dan Goodman
Business Insider Emails & Alerts
Site highlights each day to your inbox.