Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. Whom will you hire? What hours will you be open? What technologies will you need?
In customer service, strategy takes the form of a specific plan which is often referred to as a customer access strategy or alternatively, a customer engagement strategy. Some just call it a service strategy.
This video, from my LinkedIn Learning course “Customer Service Leadership,” looks at what a customer access strategy is and the components that make up an effective plan.