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 strategy
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.
The most repeated word in any presentation from a customer service outsourcing vendor is “partnership“. The word that appears the most in an RFP in which a company asks vendors for collaboration proposals on customer service is “partnership“. It seems to be a perfect matching. What some offer more vigorously is what the others most […]
Many years ago (many more than I would like) there was a child’s character on spanish TV called Calimero (an unfortunate black chick with half a shell on his head) a bit depressing, who was always complaining about nobody wanting and understanding him . Well, this “Calimero self pity thought” is a “disease” that often […]
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 […]
Lately, the question of where the Customer Management function should be within the company organization is very fashionable. Traditionally it has been included in the Marketing or Operations Areas, where it was at the same level of sales, product or distribution management. But in recent years has been taking shape a change and some companies […]