Uzun zamandir okudugum en heyecan verici musteri iliskileri deneyimi bakis acisi. Ozellikle de ilk soru/cevap ne kadar can alici degil mi?
Q: When you took over and overhauled customer service, what were the most important changes you made?
A: I thought about the opportunity of capitalizing on every interaction and moving away from being a cost of doing business to being an investment in building relationships. Every one of those moments of truth is an opportunity to make a difference to customers in a personalized way. So we moved from being transaction-oriented — the investment and training had been all around how to complete the transaction — to building on the relationship with the customer. We converted from a robotic, scripted environment to a conversational environment that brings the personality to life and brings one-to-one connections, which is what ultimately builds and sustains relationships.