Say No to Call Centers
It's very rare to call a company and get an actual person. As customers, we've become accustomed to the automated messaging system. So for companies that look at it strategically, a human voice can actually become a competitive differentiator. In today's lead 1to1 Weekly article, that's what discount brokerage Scottrade did as part of its overall customer strategy.
So while technology systems are important for convenience and process efficiencies, the human touch is critical to building long-term loyalty. How does your company manage personal customer interactions?
