Customer service is a crucial part of the customer experience. That seems immediately obvious. And customer experience is the big buzzword right now, so companies are going bonkers revamping their customer service operations. Right? Would that it were so. Almost paradoxically, many businesses are still stuck in the mode of tweaking with utterly defective customer service processes, thus fatally contaminating any attempts to create better customer experiences. The problem’s root is a classic one that has imploded many a CRM effort in the past: Leadership’s vision of customer experience ends with the conclusion of a sale.
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People, Processes and Standout Service Experiences
Posted by: Christopher J. Bucholtz May 17, 2012 05:00 AMCustomer service is a crucial part of the customer experience. That seems immediately obvious. And customer experience is the big buzzword right now, so companies are going bonkers revamping their customer service operations. Right? Would that it were so. Almost paradoxically, many businesses are still stuck in the mode of tweaking with utterly defective customer service processes, thus fatally contaminating any attempts to create better customer experiences. The problem’s root is a classic one that has imploded many a CRM effort in the past: Leadership’s vision of customer experience ends with the conclusion of a sale.