According to a study done by Forrester Research, 80 percent of businesses think they deliver ‘superior customer service.’ And, guess what? That same survey found that only eight percent of customers agree. Clearly, there’s a major divide between perception and a hard reality.
In a world where mistakes and missteps can go viral instantly, no one wants to be caught in the social media crosshairs for bad customer service. But there are social communities that can manage customer service issues as well as generate new approaches while building stronger customer relationships.