Many companies make the mistake to only focus on the obvious, is the phone ringing? are we closing sales?
But there are many other, less obvious (I don’t want to say “hidden”) aspects of business, that directly affect the bottom line. Customer service is one of them.
In a way, social media has helped bring customer service to the very front end of business. Customer services is no longer a “behind-the-scenes” thing. We’ve always known that is easier to keep an existing customer than finding a new one but, in the era of “everything is public”, it also plays a big role on the marketing of the company.