Leading organizations are restructuring for better service

Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella.  This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department.  Whatever the final structure, all contact channels must be planned and operated cohesively – each impacts the others. To Whom Does the …

Continue Reading >

History’s Most Powerful Consumer Movement?

Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the http://www.consumerist.com/ to review the comments of other customers before making brand or product decisions. And bad customer experiences – even if they are one in many thousands …

Continue Reading >