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Principal of Chess Media Group, a social business consultancy. Jacob works with mid and enterprise organizations on developing customer and employee engagement strategies. He is also the co-author of Twittfaced, a social media 101 book for business. Jacob authors a Social CRM and Enterprise 2.0 blog.

One response to “Is Caring About Your Customers Enough?”

  1. Alexandre Rafalovitch

    Funny, how sometimes we shoot ourselves in a foot.

    Do you know why:
    “We’ve all been on the phone – frustrated with the customer service rep who we need to dictate all of our information to even though we just typed it in via our telephone key pad.”

    It is because the IVR (interactive voice response) system the company is using does not integrate with customer’s system (CRM popup or whatever). They probably thought it will, but run out of time/money to implement it. But instead of removing that particular dialogue prompt, the company just keeps it in.

    After all, they don’t waste any customer service time on that. Only machine (IVR) time and customer’s time.

    In other words, the company does not care enough about the customer’s time and pain.

    What was the article about again? You may need to add the 4th category in.

    P.s. I do agree with the other three actually.