customer service

customer experience

Let’s say you run a company selling appliances, such as refrigerators. Whether it’s an online or IRL store business, I think you’d agree that one of the key components of the purchase is the service, i.e. the surrounding help around the product. That would include the delivery to the home, installation, payment schemes, etc. It […]

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If being “customer centric” is still being bandied about in boardrooms around the world, the reality is that most companies struggle to marry the mindset of “the customer is always right” with the quest for optimal profits. One of the ways to help galvanise an organization around the customer is to consider the customer journey. Crafting the […]

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Some brands have a nasty habit of considering customer service as only a necessary evil. For such brands, it is a headache and cost center that is better outsourced whenever possible. Instead of shutting up and going away, in this internet-enabled world, customer service has spawned new channels, exposing organizations that are not customer centric. According to Twitter, […]

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