Why your customers are your untapped service agents and you should let them

By Duncan Troup on Tuesday, July 12th, 2016 in The Crowd.

I love eliminating service waste…and in my experience, waiting is often the biggest issue for customers. I believe that getting customers to service themselves is the great untapped channel of customer care. That’s not because it saves the provider money, (which it often does!), but because it allows the customer to eliminate a whole bunch […]