Tuesday Jul 16, 2013

Who's in Charge of the Customer Experience?

A Guest Post by Esteban Kolsky, industry influencer (pictured left)

In the past 20-25 years we have moved away from company-driven interactions where the company determined what happened each time a customer contacted it. Now we are entering the era of customer-driven communications where the customers tell companies what they want, when, and why. The shift is happening mostly due to the availability of communications channels, which customers use to share their knowledge and power. In this post, Esteban Kolsky, industry influencer, (pictured left) explores how customers gained this powerful control and what this pendulum swing means to organizations.

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