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February 7, 2013

Importance of a Personal Touch

by willnich

http://business.time.com/2013/02/06/take-the-time-to-get-customer-service-right/

Although new CRM technologies make it tempting for companies to automate their customer services, this article suggests that companies should not underestimate the importance of a personal touch.  Customers crave personal connections, especially at those critical make-or break moments when the customer is in urgent need of assistance. In these moments, the customer is shaping his perception of the business, and as we talked about in class, one mistake can be disproportionately damaging.

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