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![]() Many, particularly large, businesses have spent a fortune on new systems to automate the customer experience in the false belief that it would make us happier. Some organisations even go as far as putting a PR campaign around what they think is a customer service commitment, yet their customers are all complaining and unhappy – they are losing market share. ‘How can this be? We are doing such a great job!' Read More » Well, it is time for large organisation CEOs to come out in the daylight, where happy mushrooms do not abound but customers lurk waiting to express their discontent. I am the leader of a large region and I sure don’t have the time to press endless buttons selecting an automated menu on a phone, I want to speak to someone who can help me, speak to me and listen well and preferably someone who will take responsibility for my need as a customer. Yesterday, trying to communicate with an insurance company, ... |