In your clients’ shoes: is it easy to deal with your business?

I don’t think people will find it surprising that in the last year, in particular, business leaders – those leaders of corporations and big business- have been focusing on making managing and dealing with clients more ‘efficient’ for their businesses. We all know that means automating as much as possible.

This is not new, businesses, especially those in B2C markets with lots of consumers like airlines, travel operators, banks, telcos, energy providers, and so on have taken on customer automation with gusto but it seems to have gone to the extreme. The extremes of customer automation now make it virtually impossible to find a telephone number on their websites to contact them in person, and if you do, good luck with the waiting times, and knowing which number you need to … read more by subscribing.