Recently submitted thoughts on an article I discovered in Forbes magazine.
The article shares how Dell are making social media the cornerstone of customer engagement and have invested in developing the skills of over 3,000 of their employees to implement this strategy.
I was struck by the size of this investment and the step change in how major companies see the future of customer service.
Potentially, a range of in-house training courses could help businesses meet their own customer service strategies.
Further thoughts on this at my blog over at trainingzone
by Carl Duncker