CMS Wire had this straightforward article in response to The New York Times trumpeting that businesses were cutting customer service-oriented programs due to fears of inflation.
I’m not that old, but I’ve already seen it happen maybe five times: Bubbles burst, and some companies get scared and cut. Other companies take advantage of the market and take care of customers.
When the cycle starts over, guess which group reaps the rewards of loyal customers who are purchasing more and telling others?
If you assume it’s a long game, we may be about to enter an exciting time for your organization.
How can you surprise and delight customers in new ways?
What has the pandemic shutdown taught you about service?
How could you tap employee input to all this, and encourage their engagement at the same time?
Slow times, when departments are not at capacity, are great times to enhance your processes. Cross-functional employee teams, managers getting a chance to work on the business instead of in it–there are lots of ways to get started. If I can facilitate, let’s talk.