Customer service is the same in organizations whether they have “1 or 1,000 employees.” This, anyway, was an assertion in a recent HBR post. Contrary to what the author wrote – size matters.
In the next three (3) posts I will focus on the unique challenges/dangers that different-sized companies face and how to address them before they negatively impact your business. To give you a sneak preview, here are the differences.
- Verysmallco – Customer experience is an after-thought
- Smallco – Customer experience is a key to growth
- Largeco – Customer experience is seen as an expense
The pivot point is that different-sized companies face different challenges. Obviously, the people solving those issues will need to have and exercise different competencies to overcome the challenges.
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