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What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. Customer Focus. Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value.

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The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value

HGS

Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. HGS’s cord blood bank project with Virgin Health is another such service that calls for specialized training to address emotional needs of customers.

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4 Customer Support Myths to Avoid

Return Customer

A customer is more likely to agree to wait an additional day for resolution than dealing with false promises. A customer would prefer to know their stage of complaint resolution than wait for the final resolution to magically show up. Author Bio: Sam Makad is an experienced writer and marketing consultant.