Did you have to take time out of your day and call someone? Were you placed on hold? Did you have to call back? Did you have to explain the same situation to three different people as you got shuttled around before someone finally dealt with the problem?
Whether you’re B2C or B2B, whoever’s responsible for customer service needs to understand that they’re now a key part of the customer acquisition and retention cycle. Improving customer service and success is not about being an information gatekeeper and reacting to and minimally fixing problems, but proactively managing the customer experience from their initial contact, through the sale, and on an ongoing basis, as a trusted advisor.