The Strategy of Digital Customer Care for an Audience of Billions

The concept of digital customer care is something most companies now understand and implement. But it has taken a while for the majority of companies to migrate from old call centers and email support responses to plugging in to customer concerns in real-time, via apps and on social media. But imagine having to handle digital customer care on a scale most businesses never see. Elly Moody is the Digital Customer Care Program Strategy Manager for McDonald’s … yes, that McDonald’s. She is guiding a modernization strategy for holistic customer care for McDonald’s USA. And that covers all channels … voice, web, app and social e-care. She joined Digging Deeper to help us dig deeper into how to think about digital customer care on scale. She shared insights we can all use, as well as some good food for thought as your companies grow. This episode of Digging Deeper is brought to you by the Marketing Podcast Network. If your company or perhaps one of your clients sells to marketers, you look for advertising channels that guarantee business marketers are paying attention, right? The Marketing Podcast Network is a network of podcasts all about marketing. On Brand with Nick Westergaard, Joseph Jaffe is Not Famous, For Immediate Release, Winfluence - The Influence Marketing Podcast, Digging Deeper and many more are there. What that means is 100 percent of M-P-Ns audience are marketers. Your brand or clients can reach them by advertising on the Marketing Podcast Network. Learn more and find our media kit at MarketingPodcasts.net. Digging Deeper is a podcast on the Marketing Podcast Network. Learn more about your ad choices. Visit megaphone.fm/adchoices