Beyond Philosophy

JULY 5, 2015

Here is the ‘executive summary’ version of some conditions of each stage, and how the movement to customer obsession takes place within the enterprise. Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Customer Awareness. Customer Focus.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

HGS

MAY 27, 2015

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.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Return Customer

AUGUST 15, 2018

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.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71