“You need to make people who aren’t your customers wish they were.” Gary Vaynerchuk, author of The Thank You Economy, makes an interesting point.

Service, in short, is not about what a company does but who they are. It’s a reflection of the company’s personality.

A price advantage can be copied, but a strong customer service culture can’t be easily duplicated.

Customer service is the one asset that the competition cannot undersell. It’s the key differentiator in an age where ‘digital’ can easily result in a race to the bottom based on price.  

In a report commissioned by Flowbird, business owners and directors from across generations and market sectors share their thoughts on customer relationship management and provide their insight into how technology can be a friend or foe in creating, building, and sustaining customer relationships.

Their views will form a series of papers leading up to the preparation of a digital book.

Meanwhile, the latest thought-provoking interview to be included in the book will be available here for you to download.