Organizational structure is evolving more quickly than ever, as are customer expectations. As a result, it is in the best interest of organizations to connect customer-facing departments to the greatest extent possible. This provides opportunities for a cohesive customer experience strategy. When customer-facing departments do not fall under the same overarching organizational structure, they should be connected by intraorganizational goals and accountability guidelines to best serve the business and the customers holistically. There is no “one size fits all solution,” but it is possible to find a better solution in every scenario. During this week’s #SMChat at 1pm ET, February 15th, we will discuss the better solution…the questions are as follows:
Q1. How are customer-facing departments connected within your organization?
Q2. What is the best practice for connecting the customer-facing departments (customer service, sales, social media, etc.)?
Q3. What plans should be made to evolve “legacy” Customer Service departments? (Legacy, in this instance, indicates without social presence or influence on behalf of the organization.)
Q4. How can those departments evolve together to meet the expectations of your customers?
Q5. How can organizations gain efficiencies by tapping into knowledge of customer service and social media?
Q6. What can businesses do to evolve in ways that are impactful and sustainable?