Picture courtesy of Gower Cottage with our thanks -
07 February 2010
Customer service: clients want to have their cake and eat it too
attributes when selecting where to shop and how to obtain customer service. New social media channels are being opened everyday. No-one is prepared to pay to use them yet more and more people expect them to be available 24/7. Financing this new service delivery channels and maintaining an appropriate level of quality for each of them will prove to be a challenge. Customers will not accept that companies remove the icing on the cake to pay for better customer service so it will have to either be an increase in price which might reduce demand or a reduction in margins to finance social media development.