3rd September 2015 | By Grainne |
This article from the Huffington Post talking about how the business case for CSR applies to smaller companies as well as large ones resonated with me. Since I started this business twelve years ago it’s been an ongoing source of frustration to me that we get business almost exclusively from large organisations. Read More
11th June 2015 | By Grainne |
I came across this HBR article which gives some great insights into the possibilities that technology offers for improving customer service. It gives some marvelous advice to business managers about how to do this more effectively in terms of thinking about the customer’s experience from the customer’s point of view and tailoring the service offered to what is most important to them.
As a consumer I love the idea of receiving more personalized service and tailored offerings. However I do worry that the article overlooks the ethical considerations that should also be on a manager’s checklist. What are the privacy and data protection implications? Are there unintended consequences we need to consider? What information is the customer being asked to provide in order to avail of these enhanced service options? How much information do we need to give to the customer so that they can make an informed choice? If they miss out on these considerations managers risk reputation damage to the business in the pursuit of great customer service. Read More
