The fundamental difference is not one of capacity or skill. It’s one of intention. When we want to be involved, we join for the experience and the benefits. We pursue the convenience and the added value. By the same measure, involvement fizzles out when the cost rises. When the trade-off becomes too steep or the […]
Read More Involved or committedAt the end of the day, customer service is the management of a relationship. This may be a short term transactional one, or a longer-term, partnership-based one. The quality of the service is determined by its effect on the perceived relationship these two parties have. Great customer service is, therefore, a function of relationship. Whatever […]
Read More Great Customer ServiceAn organisation is born not when we register a company, but when we give it a purpose. At that moment a new entity is created. It possesses intelligence that will increase (process intelligence). It has a dream for its future (vision) and a character (values). The implications of creating such an entity are that the […]
Read More Relevance of purposeThe world is more connected than ever. It’s something we seek. We want to connect with more than your social media manager or marketing department. We want to be in touch with more than just a call center or a chatbot. We want to connect with your purpose. We want a vision that inspires. We […]
Read More ConnectionWe are all confronted with them in one way or another. There is only one true inevitability that faces us all. It cannot be circumvented or ignored. Death. Still, after all these ages we don’t like to talk about it. There is something about its finality that weighs heavy on us. It stands as an […]
Read More Inevitabilities
