Comments on: Face to face with customers http://www.churbuck.com/wordpress/2007/03/face-to-face-with-customers/ Commentary on media, technology, marketing and clamming strategies Tue, 16 Mar 2010 11:10:52 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: site admin http://www.churbuck.com/wordpress/2007/03/face-to-face-with-customers/comment-page-1/#comment-53697 site admin Thu, 01 Mar 2007 18:07:49 +0000 http://www.churbuck.com/wordpress/?p=1062#comment-53697 Good point. A colleague spent a day in our call center listening to the tele reps work with customers. Came away with a lot of insights. Some companies, like Fidelity, route overflow telephone calls right to executive desks. Walk-a-mile-in-my-shoe experience is a good thing. dc Good point. A colleague spent a day in our call center listening to the tele reps work with customers. Came away with a lot of insights. Some companies, like Fidelity, route overflow telephone calls right to executive desks. Walk-a-mile-in-my-shoe experience is a good thing.
dc

]]> By: Mark http://www.churbuck.com/wordpress/2007/03/face-to-face-with-customers/comment-page-1/#comment-53677 Mark Thu, 01 Mar 2007 16:59:21 +0000 http://www.churbuck.com/wordpress/?p=1062#comment-53677 David, Glad to hear such a program exists. I've an idea for another one. Have execs sit throughout the business in areas they aren't familiar with and try to do another customer facing job - any job. Try to make things happen - listen to the customer point of view and then try to make it happen. The exec would be allowed to make calls and look things up, but couldn't introduce themselves by their position. They'd have to be John/Jane Doe. While the external view from the customer side you just experienced is crucial, understanding your real capabilities from the inside out are also key. I think when you put those two views together you can see what needs to change, and how. I think this is true for pretty much any business. David,

Glad to hear such a program exists. I’ve an idea for another one. Have execs sit throughout the business in areas they aren’t familiar with and try to do another customer facing job – any job. Try to make things happen – listen to the customer point of view and then try to make it happen. The exec would be allowed to make calls and look things up, but couldn’t introduce themselves by their position. They’d have to be John/Jane Doe.

While the external view from the customer side you just experienced is crucial, understanding your real capabilities from the inside out are also key. I think when you put those two views together you can see what needs to change, and how.

I think this is true for pretty much any business.

]]> By: Tim http://www.churbuck.com/wordpress/2007/03/face-to-face-with-customers/comment-page-1/#comment-53627 Tim Thu, 01 Mar 2007 15:22:44 +0000 http://www.churbuck.com/wordpress/?p=1062#comment-53627 Sounds exciting David, can't wait to hear about it. Sounds exciting David, can’t wait to hear about it.

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