Читать книгу Digital Customer Service - Rick DeLisi - Страница 26

No customer (OK, the tiniest percentage) has any idea what customer service “system” a given company uses. Most people wouldn't know the difference between Cisco (the networking and telecoms company), Sysco (the restaurant supply company), and the Cisco Kid. Don't know, don't care.

But when there's a problem or issue that needs to be dealt with, what customers do care about is how they feel about the way your company is handling it.

Take care of me. I am the customer – I've chosen to do business with you (and I have more choices than ever before!) When there's a problem – serve me where I live – on my own screen.

In today's customer environment, DCS is the embodiment of customer-centricity.

WINNER = Customers.