This is part two in a series of posts on Customer Service Strategy. Part one was a personal orientation on "why bother"? This session …Read More
Customer Service Strategies help service organisations evolve by operationalising key initiatives on their roadmap to optimal effectiveness and service differentiation
Far too few organisations invest their creative energies defining their service vision and the key intiatives to take them there. There are many factors to typically consider such as multi-channel, multi-modal service delivery, the use of live service in relation to self service, social and mobile customer behaviour, service culture, front liine empowerment, the use of analytics and the role of the service centre in the wider Voice Of The Customer. These are some of the building blocks in a next generation customer service strategy
Painting A Customer Service Strategy: session 1
Sometimes when I’m conference speaking or running a best practice forum, I get onto the topic of customer service strategy. I know I …Read More