MANAGING in the

NEW WORLD

Social media is nowadays being used to broadcast corporate strategy aims across organizations. Yet greater focus and investment at improving customer experience will be a better objective in the long run. Firms should show greater patience towards customer service agents so customers may be serviced best. Such CRM must be developed or adopted which will ensure customers do not need to repeat information at various stages of the buying process. Greater and improved corporate training must be provided to marketers regarding the concept of customer service. Public forums or fan sites must always be kept in the loop regarding product or service updates. Importantly, one must frequently go out for lunch with customers to understand them and their requirements better.

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