I had the pleasure of reading an article that a client passed along to me. It was most insightful and had much to say about how to change your organization in order to improve customer service. I want to share it but first, a bit about the article. It is entitled the “Connected Company” and comes from a book of the same name by Dave Gray.
We launched the ServiceConnect customer service improvement process in 2005. By 2008, we had enough data to identify some of the things that got in the way of delivering great customer service. I want to revisit a portion of a paper we published in 2008, which discussed some things we learned then and compare it with what we have learned since.