While “listening to the voice of the customer” is on practically every company’s customer service mission statement, not everyone is on board with answering when they hear the voice. Has your company’s senior leadership finally signed off on social media as a two-way-communication with your customers? If so, congratulations. Or, condolences. The work is just beginning! In this video, Rick Maynard from Yum! Brands discusses how KFC connects with its customers and the challenges the company faces – from resources to processes.

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