Continued Decline in Email Responsiveness Creates Enormous Opportunity

I don’t get it, but there seems to be a line of thinking that customer care is just about the call center. You know, the trolls who sit under the bridge – the lowest paid employees who spend the most time with customers.

I think that everyone from the cafeteria to the C-suite has got a lot to learn from these trolls. Especially if corporate goals involve powerful differentiation, and maximizing long term profitability.

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