Today I want to make a claim that may seem countercultural or extemporaneous in the midst of all modernizing and futuristic opinions about Customer Service and its future. In a world that is moving towards digitalization and less and less direct relationships, I like to stand up for personal and “human” care. And going even […]
Category archives for Customer Exp
Messaging is the new paradigma in customer care. Taking care and information where customers are instead of the other way around. BUt it´s a new channel that has to be designed and built carefully.
I would like to comment on a topic that is always on the table when talking about the new Customer Management model , but which is almost never implemented until its final consequences. I mean the struggling concept of “P&L” of the Area. The consideration of the function not only as a cost center but […]
About three or four years ago I bought an “ultrasonic” dust bin from Brabantia. It was one of these bins that open when you run your hand over :-). It was a whim. Even more so because Brabantia is not exactly a brand known for its low price. Well, a few months ago the opening […]
These days of summer rest have led me with my family to London to remember the years we lived there more than a decade ago. The children are no longer that young and one of my them had the enormous illusion of visiting the store of a clothing brand (“streetwear” as he calls it) that […]