Writing on the Intelliresponse.com website, John Goodman discusses the importance of being proactive in your approach to service.
Many companies exclusively focus their resources on reducing the cost of response to customer problems and inquiries, and really miss out on the bigger “customer experience” picture. Focusing on cost alone is exactly the least cost-effective approach to service for two reasons.
Click to download a PDF of the article entitled Are You Proactive or Reactive in Your Approach to Service?
Click to read the full article on the Intelliresponse.com website.
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