Following up on my last post regarding being customer experienced focused: there are certain things that are pretty sure to kill or severely damage your relationships with your customer. For example – robot answering services. For some things, automated or online systems are actually more convenient and improve overall customer experiences. But customers aren’t stupid, and they know the difference between a system set up to help them and a system set up to deflect personal interaction to either A. cut down on costs by reducing the number of needed call center employees or B. reducing a customer’s ability to deal with a time sensitive issue – (whether purposefully or not) – (best example – banks).

This is a great video giving a brief case study outlining how customer relationships are damaged by call centers that employ more robots that humans: It’s tagline is “Reality check – maintain customer focus”:

Technorati Tags: Customer Focus, customer relationship management