If your company is like most you have problems with customer service. Those problems may emanate from poor products, over-sold capabilities or legitimately bad service itself. Despite our efforts to get service right we all inevitably have problems. It makes
Outsourcing to Lower Costs Can Be Very Costly
I’ve spent a fair amount of time writing about costs and people lately and a quotation attributed to Alan Shepard (the astronaut) came to mind that sums up the pivot point perfectly. Alan Shepard, was reported to say of his
Why Pivot Point?
The Internet is littered with information regarding customer service and care, and the experience. Some is well-researched and written, but little is actually useful. The chief shortcoming is its extremism. If your mantra is “give the customer what they want”