Over the years, our relationship with customers have grown in complexity. The era of writing and mailing a letter to the corporate office and awaiting a reply that could take weeks, or longer, has waned, and in its place we have seen the rise of the multichannel, real-time customer. She is demaning about how and when we engage her, and her patience for anything but an immediate and definitive follow-through response has greatly diminished.
Download this whitepaper for an in-depth look into establishing clarity about the customer need, improving customer service and the emergence of the Chief Customer Officer, a 21st century role.
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