Good quote from Tony Hsieh (CEO of Zappos): "Too many companies think of their call centers as a cost to minimize ... it's a huge untapped opportunity ... [for] word-of-mouth marketing ... [and] to increase the lifetime value of the customer ... We create more and more positive emotional associations with our brand through every [customer service] interaction .... The customer remembers the experience for a very long time and tells his or her friends about it."
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