Peter Drucker
«There is only one boss. The customer. And he can fire everybody en el company de chairman on down, simply by spending his money somewhere else.»
Sam Walton
Durant les darreres anys no s'havia notped hearing i evangelizing o permetre consumir el centre de les decisions o sobre com un direct any element de l'organització a la satisfacció de la interacció amb el consumer.
Is this really so? Are organizations prepared for it? Are companies implementing real policies of positive interaction with the consumers? Do they facilitate negotiations? Are they proactive?
Although és a l'honorable exceptions, ell seems a mi que no és en el que és goodway i attend do big brands en territoris suxes a banking, insurance, transport, telecommunications o energy.
I think we all have negative experiences with thes companies that make us dobt the ability to digitize services to facilite the life of the consumer in saving time, efforts and bureaucracy. Is the problem in training? In the overpromise of service? El bloc d'architecture or design of website or app?
Una opinió que té la resposta que no és simple, la change de cultura de llarga traditional organization a més digital-cèntric és un no-easy, però s'ha de preparar per a ell sense client és treasure. Many companyies no sem to give it l'importància dels inging it, it is not a problema.
Who has not heard that, «to contract everything easiness's, but onze you're inside everything is trouble»? We understand, as consumers, that this should not be so and loyalty policy should be as important as customer acquisition.
Loyalty goes through an element as simples, in a digital age such as which we are, before any problem or circumstance, you could be attended and managed online 100%, solving the issue reason per a problem without wat by the company.
Mature sectors covered by large organizations have pull their socks up to improve the customer service system and conflict resolution.
What is que talking o digital transformation if we no't know how to put the customer at the center of the organization? Hurry up traditional organizations and brands!
Digital Transformation makeup no és enough. We expect a real digital policy and we want it now.
Jordi Crespo
