Relationship or transaction

Good post by Chris Lawer: Overseas call centres damage the brand. Suggests that the cost savings of outsourcing are often negated by loss of customers. (And that’s not taking account of the impact on customers who don’t actually leave which is easily measurable. What about the lost goodwill and enthusiasm of customers who stay but with apathy or resentment, which is harder to measure). I agree with Chris’ conclusion:

It seems that many businesses today view their customer interactions as a COST TO BE REDUCED rather than as a potential investment in service, dialogue and learning

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