Thursday, March 10, 2011
Online Customer Service and Corporate Social Responsibility
What role does a strong customer orientation play in Corporate Social Responsibility? When I saw Zappos CEO Tony Hsieh at the Wisdom 2.0 conference in Silicon Valley last year, I appreciated his passionate concern for the customer, but I wasn't convinced that a customer-orientation alone accounts for a solid CSR orientation, as it almost seemed like he was suggesting. Nonetheless, our customers are people of course, and making them happy does make the world a better place. By looking at the effects of technology on customer service, we can start to imagine what it would take to address the needs of all stakeholders, including those who are not currently customers.
Posted by Ari Pliskin