The staff of ABC Inc. passionately believe in the organisation's mission and work together to share the mission's impact with new hires at the organisation. This support of the mission is part of ABC Inc.'s
Enabling customers to communicate perceptions of a product on Twitter and then continue the same conversation in a text message thread or on a phone call is an example of omni-channel customer service.
Discuss ways an organisation can listen to its customers. What are the implications for organisations in offering a number of communication channels through which their customers can interact with front-line staff?
Reflect on your experience of satisfaction or dissatisfaction with a product or service. Did you complain? If not, why not? If so, how did the organisation respond? Draw from concepts discussed in Chapter 10 in your response.