http://blog.jonudell.net/2009/10/20/restructuring-expert-attention-to-revive-the-lost-art-of-personal-customer-service/ Strategies for Internet citizens Fri, 17 Feb 2012 16:47:16 +0000 hourly 1 http://wordpress.com/ http://blog.jonudell.net/2009/10/20/restructuring-expert-attention-to-revive-the-lost-art-of-personal-customer-service/#comment-130771 Mon, 23 Nov 2009 17:12:07 +0000 http://blog.jonudell.net/?p=1954#comment-130771 [...] Restructuring expert attention to revive the lost art of personal customer service I described one great soluion to this problem: Kevin, the resident expert at FindTape.com, with [...]

]]> http://blog.jonudell.net/2009/10/20/restructuring-expert-attention-to-revive-the-lost-art-of-personal-customer-service/#comment-130585 Tue, 27 Oct 2009 09:41:05 +0000 http://blog.jonudell.net/?p=1954#comment-130585 [...] Restructuring expert attention to revive the lost art of personal customer service « Jon Udell Quote: "We’ve been told that companies can’t afford to focus expert attention on customers. The truth, of course, is that they can’t afford not to. For a generation and more we’ve driven a wedge between people who have expertise with products and services and people who need that expertise. How’s that working for you? Me neither. It’s true that expert attention is a scarce resource. But we’re living through a Cambrian explosion of awareness networks and communication modes. Used adroitly, they can optimize the allocation of that scarce resource. Which is a fancy way of saying: Maybe personal customer service isn’t a lost art after all." (categories: customerservice management socialsoftware expert-attention ) [...]

]]> http://blog.jonudell.net/2009/10/20/restructuring-expert-attention-to-revive-the-lost-art-of-personal-customer-service/#comment-130402 Tue, 20 Oct 2009 13:38:28 +0000 http://blog.jonudell.net/?p=1954#comment-130402 Isn’t issue for most companies not making expert attention available for situations that need it, but avoiding devoting expert attention to situations in which it would be expensive overkill? For example, Kevin is perfect resource for situation like yours, but expensive (and wasted) for merely taking orders. Very germane question I would like to hear you do a podcast on is how to distributed expert attention. Who’s thinking about that? We already see companies doing a poor job (phone trees make sure can’t get through to expert even when we need to). Who’s doing a good job on this issue?

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