Natalie Petouhoff, an analyst with Cambridge, Mass.-based Forrester Research, recently authored a report outlining five strategies to achieve customer service excellence with social media. Petouhoff interviewed a number of organizations, including Comcast and iRobot, to learn best practices and pitfalls to avoid with social media initiatives.
In this 15-minute podcast, she details some of her research and conclusions and outlines the five pest practices for customer service excellence with social media.
For more on social media and customer service:
Read Natalie Petouhoff’s blog entry on the five strategies for customer service and social media