Customer Service Gets the B-School Treatment

Social media and smart phones have made it easy for customers to share feedback on the spot, and they expect companies to respond swiftly. Photograph by Chang Szeling/Gallery Stock

In the past 10 years technology has made consumers more powerful than ever. Social media and smartphones have made it easy for customers to share feedback on the spot, and they expect companies to respond swiftly and courteously when things go wrong. If snafus aren’t serviced, they can quickly snowball, taking careers, profits, and market share with them.

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