How’s the view?

 

This post marks the launch of our blog, The Customer View, focused on the experiences customers have when connecting with your company’s marketing, sales and customer service activities.

 

 

What we’ve learned from dual careers in marketing/sales and customer service is that the majority of companies’ customers experience frequent disconnects between what a company says in its marketing, what a company promises during the sale, and what a customer discovers when talking to customer service.  It is the unusual company that makes conscious operational decisions that enable total coordination of all three customer touch-points. But when you consider the dollars spent to resolve these disconnects on a daily basis – it’s clear that there is enormous upside.

 

So how’s the view from your customer’s eyes?

 

The focus of this blog will be to share ideas, experiences and issues that illustrate the right Customer View.  The key is simple in concept but difficult to make happen.  Why is this so hard?  Because the true customer view is defined by the customer and not by your company.  How many disconnects does the average customer experience as a result of a company’s assumptions about what they need?

If you like the view from here, check out our web site at www.knowledgence.com.  We’d love to know what you think.

 

— Chuck and Lisa Dennis

 

One Comment

  1. anon
    Posted June 27, 2005 at 1:58 PM | Permalink | Reply

    Nice blog concept. It will be interesting to see how it evolves. Good luck.

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