February 2, 2010
In MetroNews.ca today, Charles Davies proposes a radical change to how organizations handle their customer service. He says they should ditch the automated phone technology and go back to having real people on the phones: “The idea is simple: Get rid of automated telephone systems and bring back the switchboard.” He makes a good point. [...]
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September 28, 2009
Smart companies today are connecting better with their customers. Rather than focusing on how to cut costs they are focusing on giving their customers a better experience. When you do this you’ll increase customer loyalty which should lead to higher revenue, more profits and a healthier company. (Cutting costs can never do this.) And you [...]
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