Customer Service Strategy
Quality customer service is both expected and a competitive differentiator. Of surveyed consumers, 91% would refuse to do business with a brand again because of a bad customer service experience. Yet 86% of UK consumers “expect good” and wouldn’t pay “more” to get it. Brands need cost-effective ways to implement customer service outcomes without negatively…
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Outsourcing vs in-house is a critical choice when it comes to finding the right customer service strategy. There are pros and cons to both. In-house operations offer complete transparency and control but require dedicated resources to maintain. Outsourced partnerships offer flexibility, cost savings and on-demand expertise. The challenge is finding the right partner who can represent…
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