Customer Officer

“There is a growing case of corporate memory loss that annoys and aggravates customers every day. A customer calls in a product return and is promised a mailing label that never arrives. An appointment is made for home repair and the workman shows up without the right parts. A promise is made for exceptional extended warranty service, yet the process is sloppy and unwieldy. The customer has to strong-arm his/her way through the corporate maze just to get basic things accomplished. They’re exhausted from the wrestling match, they’re annoyed, and they’re telling everyone they know. And, oh, by the way, when they get the

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