Comments on: Employee Collaboration to Benefit the Customer

By: SalesPortal

SalesPortal — Tue, 24 Apr 2012 17:54:00 +0000

Your second bullet is a great point! Customers want to know they are being heard by the right people at your company. A customer service agent may not have the power to do anything with their suggestion, but someone else on your team probably does.

By: Vasko Tashevski

Vasko Tashevski — Mon, 23 Apr 2012 11:20:00 +0000

Employees are your internal customers. Everyone should learn this lesson from Zappos culture and employees treatment.

Or take a look at Apple store experience, where the employees are essential ingredient to the success of the most profitable store in the world.

By: Web Design Company

Web Design Company — Mon, 23 Apr 2012 08:58:00 +0000

Great article…

By: Matt Ridings - Techguerilla

Matt Ridings - Techguerilla — Tue, 17 Apr 2012 16:17:00 +0000

Look forward to the book Jacob

By: jacobmorgan

jacobmorgan — Tue, 17 Apr 2012 16:01:00 +0000

Thanks Matt,

Typically the team you’re discussing helps lead the change/strategy for the organization but not everyone that is customer facing will be a part of the e2.0 center of excellence, especially not all call center and customer service professionals.

I’ve seen many organizations go with that approach but I’ve also seen many organizations (successful) not take that approach.

I have a book coming out on this in a few months which discusses full strategy development for internal collaboration and it covers this as well. It’s great to see more vendors working to bridge customer service/experience with internal collaboration.

Thanks again for the comment Matt, always good to hear from you here!