Member Since: 15th Aug 2014
President & Chief Catalyst C3Cenrricity
22nd Jun 2017
Great article Sue.
It is definitely true that customers are looking for a relationship on their terms, which I think is what you mean by a proactive customer service. They want us to understand them and then be ready with just what they need when they need it.
You might be interested to read my latest blog post where I share the "7 Reasons Most Companies Fail to Adopt a Customer-First Strategy:. http://bit.ly/2sXhlR9
In it I mention the two points you covered here, so thought you'd be interested in seeing a wider perspective, albeit concerning the customer-first strategy.
I think we have the same opinion about what needs to change in organisations - would love to hear your thoughts.
13th Apr 2017
Great article Seth.
Just last month I wrote a provocative post on my own blog (https://www.c3centricity.com/blog/customers-care-products-value-not-empl...) because I was troubled by the likes of Richard Branson saying it's employees first, customers second.
Well, he seems to have a follower in Oscar Munoz doesn't he?
I was shocked that any human being would consider it OK to manhandle someone in that way, although I have seen this type of behaviour in the US before. Perhaps we Brits and Swiss are a little slower to get annoyed?
Hopefully, this incident will finally serve as a warning to the likes of CEOs who condone such behaviour.