Customer Service work can quickly slip down to a non-strategic layer of “ticket taking.” But that’s not the type of work anyone is going to want to do for long. Especially not your top talent who are capable of so much more.
With limited resources, you’re forced to direct your activities toward changes that produce the biggest business outcomes. But without a view of the customer journey, you risk wasting those limited resources on the wrong opportunities.
We’re obsessed with metrics. We fixate on the results, creating scorecards and setting improvement targets. But is the customer experience getting any better?
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