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Steering customers to the right channels

Steering customers to the right channels

Influence customer choice in terms of their mode of interaction with the company without giving them the impression of limiting their freedom.

Publisher: McKinsey Quarterly, octobre 2004

Date of publication: 2004

See this article on the publisher’s site [McKinsey&Company]

Synopsis

This article is one of the sources used in Manageris’ synopses:

Customer service: cost center or competitive advantage?

Customer service: cost center or competitive advantage?

Taking the time to listen to customers may well be an effective way to identify their problems and understand their expectations better.
185a – Synthèse (8 p.) Customer relationship
Mastering customer interactions

Mastering customer interactions

More than on technologies such as the internet, call centers, CRM tools, etc., customer satisfaction depends essentially on the quality of contact with the company.
146b – Synthèse (8 p.) Customer relationship