How do you hear your customer voice?

Posted by on October 18, 2019

I was in a meeting this week and discussion around mapping the customer journey occurred. The discussion was regarding the steps needed to implement a new customer facing solution. Happily, everyone agreed that the organization’s customer journeys by customer profiles were a needed input when implementing a customer facing solution. “Great!” I thought to myself, […]

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The problem with WITFM customer service

Posted by on February 12, 2016

Keep talking…I am not really listening. I believe business is increasingly tilting toward a winner takes all culture: in other words WITFM (What’s in it for me?).  This is not about the demands shareholders are putting towards operations for results (although this is part of the problem).  It boils down to the individual actions and attitudes […]

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