Jeff Gee on Competing for Customers | Corporate Interviews

Executive Interviews

on Leadership

on Change Management

on Global Strategy

on Corporate Entrepreneurship

on Multicultural Teams

on Family Business

on Strategy Execution

on Collaboration

Executive Interviews: Interview with Jeff Gee on Competing for Customers
September 2006 - By Dr. Nagendra V Chowdary

Jeff Gee
Speaker and Author

What new trends do you foresee in the next couple of decades on the customer service front?
I would hope that we would put customer service in the hands of the customer. It would be a mix of both automation and human contact and a mix that works for the customer. In other words, when a customer wants a quick automated answer without talking to a human being, then they should have that option. If on the other hand they want to talk to someone, they should be able to get through to a human being as quickly as possible without going through minutes and minutes of automated service.

1. Competing with Contrasting Strategies Case Study
2. ICMR Case Collection
3. Case Study Volumes

The Interview was conducted by Dr. Nagendra V Chowdary, Consulting Editor, Effective Executive and Dean, IBSCDC, Hyderabad.

This Interview was originally published in Effective Executive, IUP,September 2006.

Copyright © September 2006, IBSCDC No part of this publication may be copied, reproduced or distributed, stored in a retrieval system, used in a spreadsheet, or transmitted in any form or medium electronic, mechanical, photocopying, recording, or otherwise without the permission of IBSCDC.

Previous 1 2 3 4

Business Case Studies, Executive Interviews, Jeff Gee on Competing for Customers

IBS Case Development Centre

Asia-Pacific's Largest Repository of Management Case Studies

Interview with Jeff Gee on Competing for Customers