Effective Marketing in the Customer Experience Economy

In many companies the focus is about the tools rather than the means. Many companies are focusing on how to shorten the time the customer is on the line or using a lot of resources moving the customer to self-service systems, so that they forget that it is not about the call, but about the customer.This is behavior driven.

Pay agents to shorten queue times, they shorten queue times. Pay them to move customers to self-service systems; they move customers to self-service systems. And that so effectively, that the customer got forgotten in the process.

Read the full article at Return on Behavior Magazine