For progressive companies, customer support is now a critical element of an integrated marketing plan. When a customer has an amazing experience, he or she shares it. More and more people are turning to Twitter, Facebook, Yelp, and other online channels to share their positive experiences with the world – including those with whom you hope to do business with in the future. However, this willingness to share also serves as a cautionary tale for today’s businesses. The only thing more powerful than a glowing customer review is a negative one – and the evidence can’t be ignored:
It should go without saying that knowledge is at the heart of every organization. It’s what differentiates your products, drives departmental interaction, and keeps your business thriving. But knowledge can also be a bottleneck when not utilized to its fullest potential.
How can you build a better organization in which the best and brightest people want to work together to make an impact? According to Dave Logan, author of the New York Times #1 Best Seller Tribal Leadership, the answer is culture.