It strikes me that providing seamless customer service is a great competitive advantage.
We have all experienced frustrating customer service; as we’ve attempted to have some issue resolved, encountering fragmented service departments, lack of visibility to our issues, countless hand-offs, and just bad information (don’t even ask me about my banking experiences!) Seems like this approach became prevalent, as enterprises attempted to gain efficiencies through silo creation, outsourcing and acquisitions.
However, I think this trend may be shifting. More and more companies are recognizing the importance of great customer service, which promotes: