5 Recession-Busting Customer Service Strategies

Christopher Musico of DestinationCRM.com, reports that the one thing that happens in a downturn is that everyone is focused on keeping customers,” explains Natalie Petouhoff, senior analyst at Forrester and co-author of the report “The Economic Necessity of Customer Service.” “Don’t you spend on advertising? Of course you do, and it costs money — but it has value if it’s done well. The same goes for investment in customer service.”Petouhoff’s 5 Recession Busters: make self-service work across all channels;
be proactive about chat;
invest in online social-networking communities;
explore unified communications (UC); and
empower sales agents with co-browsing tools. What do you think? Could you add a few more to the list?