Service does not begin when something fails A limited view of Customer Service places it at the end of the customer relationship. First the company designs, communicates, sells and delivers;... read more →
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 →
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 →
Three related concepts, but... read more →
Service does not begin... read more →