Beyond Philosophy

JULY 5, 2015

It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession. Customer Sensitivity. Customer Focus.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

HGS

MAY 27, 2015

I believe this will be a valuable differentiator for customer experience management specialists in the future. Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Training, Training, and More Training.

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. No complaints = Happy customers. Always Keep the Customer in the Loop.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71