Transactions vs. Relationships

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Traditionally, the customer service department has been labeled as a cost center, pushing organizations to work endlessly to shorten call times, streamline customer responses, and do as much as possible to reduce the cost of a seemingly never-ending monetary black hole. In doing this, though, all personalization of company-customer contact has been stripped from interactions, and as we’ve mentioned numerous times before, the time has come when that’s just not acceptable to the general public anymore. Taking the steps to reconnect with your customer base can be tricky, though, when you’ve outsourced your customer response, but there are some strides you can make toward reconnecting without pulling your entire program in-house.

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About the Author

Kenny Eliason

Having grown up the son of a marketer, the skills of the trade are pumping through his blood. When you couple that with his programming and computer knowledge, you get an explosive combination. Kenny has been an avid digital marketer for over 9 years now, often being the first to recognize the hottest trends coming to the market. In his free time, Kenny loves downhill mountain biking. He calls it his "old man sport" since BMX was what he did as a teenager and it's not quite as easy to ride those little bikes anymore. Kenny is also a huge technology enthusiast, specifically when it comes to Apple products - did someone say, fanboy? Those close to him are often asking for help solving tech-related problems which often results with them saying, "man, you can fix anything!"