Danny Brown - The Human Side of Media and the Social Side of Marketing - Social Media and Marketing Blog. Online Marketing Blog. Can You Measure the ROI of Custmer Service? “Break the service paradigm in your industry or market so that customers aren’t just satisfied, they’re so shocked that they tell strangers on the street how good you are.” — Jack Welch Is customer service the new PR? There’s no shortage of articles and posts explaining the inter-connectedness of the two disciplines (see: Dave Fleet, Steve Rubel, Brian Solis, Todd Defren and Fast Company). But, if you live in a world of accountability measured by fans, followers, web traffic, retweets, Twitter lists and other “data” metrics, customer service as a PR function can be a hard sell. After all, how do you measure the value answering a question or solving a problem? Can PR help deliver better customer service? One of my clients is the Columbus Marathon. In PR and social media, we do need to be accountable for our efforts, our billable time and the value we deliver.
What do you think? Connect: Authored by: Heather Whaling See complete profile. PR Watch.