Summary: Guest: John Goodman Title: Author of Strategic Customer Service, Co-founder Tarp Worldwide Guest: Matthew Lampe Title: Chief Information Officer, Los Angeles Department of Water & Power Selling is tough and keeping buyers/students/patients happy is even tougher. Today's consumers are demanding. They want support anytime, anywhere, including diagnostics and fast problem resolution. In the age of 24/7 customer tweeting what does it take to keep buyers happy? How do we measure the ROI of our investments in support people, processes, and technologies? What can we do to continually enhance the ROI of such investments?
