The Future of Customer Contact
- Cite this article as:
- Millard, N., Coe, T., Gardner, M. et al. BT Technology Journal (2000) 18: 51. doi:10.1023/A:1026549115555
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The statistics say it all. 70% of customers choosing to leave a company do so because of bad service and 68% of these are leaving because of indifference from a staff member . This research is looking at the critical interaction between BT and its customers whether face-to-face, over the telephone or through the Internet. In order to be successful in the future BT must not only provide world-class customer service, but it must be able to build meaningful relationships with its customers using both the medium and the message available. This isn't easy!