Strategic Customer Service 2.0 is updated with the types of issues facing businesses now, inclusive of acquiring and keeping excellent staff, social media and its effect on customer experience and profits, as well as the ever important component that details how to put a dollar amount on the bottom line improvement expected by investing in customer experience.

Convenience…yes please!! Shep Hyken explains how companies need to be seeking ways to ensure convenience is at the forefront of their service offering. While having a polite and knowledgeable team is still key, seeking ways, through people, or technology, to remove headaches and extra steps for customers is what it is all about.