Have you noticed the unlimited amount of information regarding customer service found on the internet, through books, seminars, video and every other means you can imagine? In addition, there is a common belief that advancements in today’s technology have created a consumer-centric world where customer service alone has the ability to make or break an organization. We also live in a world where the success or failure of any business is dependent upon its ability to be efficient or do more with less.
Recently, I’ve had several experiences that have caused me to question if these two belief systems contradict each other. And wonder… is it possible to mesh the above concepts in order to create a synergistically beneficial relationship for both the consumer and business?… Continue Reading