“Never before in the history of business and marketing has customer service been as front and center as it is today. So much so that it is being transformed and reborn in front of our very eyes as arguably one of the most mission critical components that can make or break a business.
The Manifesto for Customer Service documents this sea change, introduces the 10 new rules of customer service and introduces a key hypothesis, namely that customer service needs to be elevated to the front office; to that of a strategic imperative which becomes a, if not the, key differentiator in the board room and beyond.”
The preceding quote is from the latest “DFS Learning e-Blast” article, “The Service Manifesto”, by Joseph Jaffe.
In this 2010 presentation on the site “Change This”, the author provides “10 New Rules of Customer Service” which focus on today’s international, inter-connected, increasingly virtual, rapidly evolving consumer reality.
More from the article:
“The rise of social media, social networks and word-of-mouth across a connected, digital and virtual expanse has given us a glimpse into the power and potential of the ability (or inability) to solve problems, address concerns head on, and on occasion, humble a mighty corporate behemoth and bring it to its knees. It all begins with what is perhaps the most important issue business and marketing execs will need to come to terms with in 2010 and beyond: how to create an organization that is mobilized, structured and empowered to be responsive, empathetic, accessible, connected and human in the hearts, minds, and wallets of their most prized assets—their customers and their employees.”
Read the short article to learn more!
Mike Osorio, your Dare to be Contagious™ strategist
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