A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels....
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. ...
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.” The authors rightly point out that the American Customer Satisfaction Index is at a record...
