Wednesday, April 16, 2014

Who’s on the other side?

Automated responses, answering machines, music on hold and such are usually an attempt by someone to engineer the process of customer service.

When your business tries to engineer the process to make it better, who are you making it for? The consumer or your business?

Engineer the experience. Not the process. When you look at the process, you are serving your business interest. When you engineer the experience, you are improving the consumer’s experience.

Who are you fixing it for?

Let us help. Call us now at +60378901079 or visit us at 

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