Service cannot compensate for everything the organization designs poorly In many companies, Customer Service becomes the place where the internal contradictions of the organization finally appear. The customer contacts the... read more →
Measuring is not the same as understanding An organization can have many indicators and still not understand well what the customer is experiencing. It can measure response times, ticket volume,... read more →
Listening to customers is not the same as learning from customers Many companies say they listen to customers. They have satisfaction surveys, review ratings, receive tickets, monitor social media, record... read more →
Growth is not only about acquiring more customers Many companies understand growth mainly as acquisition. More campaigns, more leads, more traffic, more new sales, more customers entering the system. This... read more →
Customers do not always... read more →
Trust is not declared;... read more →
Three related concepts, but... read more →
Service does not begin... read more →