So you’ve got great customer service... that’s wonderful, but how do you put that good effort to further use? Organizations need to have a solid process in place for not only capturing quantitative data/metrics regarding this great customer service, but more importantly, the qualitative stories, comments and such that back them up. This can then be utilized extensively in your marketing efforts as well as internally in your self-measurement/goal-setting efforts. Clint gives some insight into this key component of our business models!