Customer engagement

Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we dispose of the potential to make it more creative, relevant and a differentiating experience. Several brands have even succeeded in dramatically lowering customer service costs by...
Atle Sjekkeland on employee engagement and customer service
If management isn't focused enough on the key role of customer service and doesn't take into account the input of frontline staff, the bottom line is at risk. In a nutshell it's what my previous blog post covered. The link between customer service, management and staff is also one of...
Customer-centricity: what is it and what does it even mean to be customer-centric? Does it matter to define it or look at how people define it? It sure does! Definitions, models, views and approaches to be more customer-centric. While customer-centricity isn't new, it's increasingly used in the context of, among...