INSIGHT 33
MAKE YOUR SERVICE PROACTIVE
Use this when your service is purely reactive and you want to transform it and your customer experience into something more valuable and more proactive.
Whilst proactive customer service is not a new concept, it surprises me that the majority of companies are still only organised to deliver customer service reactively.
Why is that?
Research suggests that one of the primary reasons is that most businesses are organised, run and measured in a way that works against the sort of collaboration and cross-functional working that a proactive customer service strategy would require.
Reactive customer service is both expensive and un-engaging and firms would do well to look at what that type of approach is actually ...
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