Thursday, December 2, 2010

Preempting Services… Is this the next step?

Traditionally, we wait for our customers to reach out to us for services. Customers go to our self service websites, contact us on social networks, call our call centres or even walk into our service centres to get their queries answered. This is as I term it “Reactive” services. We wait for the customers to come to us. While this works great in a lot of cases, organisations need differentiators.