Forget Customer Service, it is about Relationship
Through the 70’s and early 80’s, companies were product driven. Early 90’s saw the arrival of the ‘Quality’ initiative and very quickly it became evident that quality was not the responsibility of a department but everyone’s responsibility. That in turn transformed companies into sales driven organisations as the difference between products in the market place became very narrow.
Today we are entering the age where companies are marketing driven. In the same way that we had a realisation that ‘quality’ was not a department, we are realising that marketing is not a department either. Marketing is everyone’s responsibility.
Customer Service has been about what companies ‘do’ to a customer but now companies need to be able to engage customers in a whole new way. We use words like ‘Customer Experience’, ‘Customer Engagement’, ‘Customer Engagement’ and ‘Customer Journey’ amongst many more. What do these really mean? Customer Relationship is very different and requires the involvement of everyone in the business. In this workshop we unpick the differences and identify what a relationship with a customer really means.