Customer service in the digital age – what changes?
During an exchange on Twitter earlier this year with some folks who were attending #scrmsummit we chatted about customer service and about how costs are a real focus for most customer service activity. Thus, rather than focusing on excellent customer service, most organisations focus on the cheapest and most efficient form of customer service. But it seems to me the starting point must always be … Continue reading Customer service in the digital age – what changes?