A recent analysis said that, all things being equal, a heavy reliance on marketing spend will hurt a company’s stock valuation. Of course, we say. Duh, we think. But have we ever really thought about how much a factor that is? Let’s think about it using an example. There are two stores in the middle [...]
Tag Archives | Customer Management
Stop Blaming the Systems
The next time a customer service rep says, “The computer won’t let me do that” or “The system tells me what to do,” remember this: Behind every such phrase is a set of processes designed, or at least endorsed, not by computers but by human beings somewhere in the corporate hierarchy. The system may tell [...]