As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged. They want to be heard, understood, and respected and they want it done on their own terms. Esteban Kolsky, founder of thinkJar, a Customer Strategy consulting and think tank, notes that it is the customers themselves who must choose and validate their customer experience.
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