Mark LuskyAs printers consolidate and claim better customer service because of “bigger” (often automated) offerings to drive convenience and competency, customer service must focus on smaller targets – namely personalized efforts supporting one person at a time. Compounding “bigger is better” customer service promises often is a lack of remediation channels when things go south. Here’s why: Emphasis on personal customer service is only going to increase among companies desirous of thriving, not just surviving. Properly aligned, the two can form a powerful one-two customer service punch. Personal customer service has gone through its ups and downs, and currently is under assault in mega-corporate environments trying to ramp up efficiency and save money.

Source: Forbes January 22, 2024 21:11 UTC