January 23, 2012
Here’s what the Customer Service industry is missing: a service catalogue. A what? It’s like a product catalogue, only for customer service. Your service in fact. The one you provide to your customers, courtesy of your customer service operation. It’s strange but true that service professionals never think of telling their customers what they ‘sell.’ [...]
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January 23, 2012
This post is for anyone in customer leadership who needs to think clearly about their multi channel strategy. Offering a multi channel service is now expected and technology solutions are plentiful. But what’s the thought process that drives success and avoids poor customer experience and disapointing internal ROI? Beware Those Predictions! The last few years [...]
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