I’ve written a lot about CRM and customer service. Bad service can sabotage even the best CRM strategy, but adapting service to cope with the evolving customer and, more importantly, evolving customer expectations is difficult. It’s doubly difficult in businesses where the view of service persists that it’s a cost center. (Hint: it’s no longer … Continue reading »
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Customers’ Experiences with Technology Feed their Service Expectations
By Chris Bucholtz Customers are starting to become more aware that the experiences they receive from the businesses they buy from are the result of deliberate decisions. They’ve felt the effects of good and bad experiences, but today a newly aware class of customers is starting to consciously understand how those experiences come about. Part … Continue reading »
