See Bruce Temkin’s original blog post. FEBRUARY 7, 2011 BY BRUCE TEMKIN I’ve noticed a lot of discussion lately around proactive support. A host of technologies (analytics, alerts, mobile, etc.) are creating new ways for companies to better help customers with their problems. But the discussions often talk about “proactive support” as if it’s one thing. Proactivity is not a single attribute; it’s [...]
Article: The Curse Of Technological Inertia
February 2, 2011 By Leave a Comment
Link to original article in MediaPost: http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=144112&nid=123288 The Curse Of Technological Inertia Thom Forbes, Feb 02, 2011 07:19 AM At first I thought that customer service reps at T-Mobile and GoDaddy.com ruined the story I was planning for this morning when they rendered exceptionally perceptive and patient help last night when I was attempting to [...]
