Irving Wladawsky-Berger has a great post on the importance of customer service. In it, he describes the business model of the leading Indian Telecom conglomerate, and how they focus all their energies on customer service while outsource everything else – including the IT and the network…
That’s right – a telecom giant that considers its customer relationships as the core asset, above the network or associated IT. Now that’s innovative!
Irving closes his post, which includes some other customer service stories, by saying “Products and services might be commodities, but you never, ever want your customers to feel like they, too, are just commodities. A successful business will make each of its clients feel special by understanding and addressing their unique requirements, and quickly solving problems when they come up. This is really hard, which is why it may very well be most important way for a business to stand out from its competitors.”