Customer Service in the down economy

Companies that survive and thrive during the recession will be those that continue to develop deep and meaningful connections with their staff and customers. We are witnessing a knee jerk reaction from many companies who rather focus on costs and price. We’d recommend companies concentrate their energies more broadly than this. These are difficult and unprecedented times where bold new approaches are required. I’m reading and excellent paper on The Importance of the Customer Experience in a Down Economy written but Customer Futures. The paper offers expert insights, observations and advice and when looked at as a whole reveal five seminal themes that will help business leaders succeed in these difficult times:
• What customers are experiencing, why it matters and what to
do about it
• Leadership and strategy in troubled times
• Economics that justify a customer-focused strategy
• Delivering more with less
• Employees: stressed but so essential

click here to download, it’s well worth reading

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