The ability to provide great customer experiences isn’t new, but thanks to social media your customers are now more connected than ever. If they complain about their experience via social media, thousands or even millions of people can see how your company responds. We call this the Witness Factor, and it’s driving significant change in customer service. These new, open interactions between companies and their customers, as well as customer-to-customer, are driving significant change in customer customer service. In this Zendesk webinar, Dr. Natalie Petouhoff walks you through the 7 steps for building a better customer experience in the social age, enabling agents and managers alike to create a strategy, justify the plan to upper management, and calculate the ROI (return on investment) of your initiatives.