Method, Message, or Meaning? Bringing Back Personalized Customer Service

Have you felt over the past several years that customer service is like watching a movie sequel that's worse than the original?—Disappointing, frustrating, and you're left wondering why they even bothered? Turns out, you’re not alone. A recent study from the Voice of the Consumer, indicated that over the past three years, 44% of consumers perceive a decline in the quality of customer service. The reason? An increase in complex products and services makes it more difficult to solve product or service problems.?

Question of the Week:

The study referenced the need to diversify customer communication methods and that the traditional in-person, mail, and voice channels are a thing of the past. Share your tips for providing customer excellence. (Add your comments to the post!)