Appropriate channel management

Is channel shift the way to go?  For years now we have been obsessed which moving customer traffic from one channel to another.  Cost has been the driver.  Move your customers from the most expensive channels to lower cost ones, face to face, then telephone and then online. Clever people have worked out the transactional … Continue reading Appropriate channel management

A year of work in progress – day 168

Day 168 – 6 October 2014 Happy Customer Service Week! It doesn’t seem five minutes since the last one. Each year the Institute of Customer Service holds a week of events to try and raise the focus on customer service. I think that similar weeks are held in other parts of the world as well. … Continue reading A year of work in progress – day 168