There was the sales department (where you bought stuff) and the service department (where you fixed and returned stuff).

Now you see an ad online, read the online reviews on your phone, call to buy, pickup in the store, tell your friends about it on Facebook, complain about it on twitter and if it breaks mail it back for free!

So many companies I talk to today still have silos for sales and service.

When Best Buy tweets me that they don’t have exactly the right product, but had I considered this one...is that sales or service? When Beau Ties puts their proposed winter collection on FB in July to gauge which they should make is that sales or service?

21^st century customer service recognizes that every sales channel is now a service channel as well.

Reorganize for successful customer conversations and conversions.