ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case
Natalie Petouhof
SEPTEMBER 1, 2016
If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. The business results (cost savings or revenue generation) or the return on investment (ROI) for the social customer care initiative. Costs of Investment.
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