Monday, August 06, 2007
Service people
From http://feeds.feedburner.com/~r/typepad/sethsmainblog/~3/131946999/the-world-is-ac.html
It wouldn't add value because reducing the cost of an interaction with a consumer isn't usually the point. The real win is when a service person does the difficult work of solving problems and the essential work of connecting with people as individuals. You can't outsource this easily.
You've heard it before: every single interaction is an opportunity to do marketing, not a chance to cut costs.
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