Create Customer Intimacy in a High Tech World
As we hurtle along technological pathways in our quest to do more and do it faster, we run the risk of becoming "faceless" to our customers. While we revel in our digitalization, we must restructure our organizations to ensure that customers continue to have access to gratifying human interaction. Yet, most companies are not structured to deliver quality customer service. This is a systems issue, not a front line personnel issue. Punctuating his program with examples that epitomize service excellence, Rick delineates what companies must do to win and keep customers in a hyper competitive marketplace.