Laura interviewed John Goodman, Vice Chairman of Customer Care Management and Consulting, to find out if everyone really wanted personalized service on every contact. John simply stated NO and that most customers just want answers; however, there are certain segments who want personalization.
John discussed how to identify these segments. He also felt that while many companies have objectives of delighting and continuously exceeding customer expectations it does not make sense in most cases. You will love his reasons!
John’s insights concerning websites, what you can do to make your IVR less cumbersome for your callers and great video use cases should have you making some changes very quickly.
As usual John shared excellent ‘think abouts” that will be pivotal in determining on how you should be providing personalized service to your customers and how technology fits in.
Thank you for clicking-in and sharing on your Social Media Networks. L