Taking Customer Service from Cost Center to Profit Center
Sales and Marketing Management
AUGUST 29, 2018
Let me illustrate this with some analysis we did a few years ago for an internet retailer: I surveyed approximately 1,000 respondents who had placed an order with our client in January 2014. The tendency in this country over the last 10 to 15 years has been to regard customer service as a cost center. Far from it, actually.
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