b9d83a3e_Outside_Line___2011___February__Objective
[Typical Metric] Number of complaints resolved. Number of consumers stopped from leaving or thinking about leaving. [Possible Benchmark] Compare the customer lifetime value of those served via social media to other customer service channels – email, phone, etc. [Objective] 
Customer Retention
C u s t o m e r R e t e n t i o n
A d v o c a c y
I n c r e a s e d R e v e n u e
C o s t R e d u c t i o n
I n n o v a t i o n
B r a n d r e p u t a t i o n
Outside Line » 2011 » February
Objective