United: three steps to avoiding a similar customer backlash
The recent problems of United Airlines have been well documented and I wouldn’t like to comment on specific incidents - we have all read so...
In the early days of customer management outsourcing, cost reduction was the only show in town. The mantra was simple: hand over non-core processes to a specialist provider and leverage their economies of scale to maximise efficiency.
It’s a reasonable approach, says Webhelp UK’s chief executive David Turner, except that it completely ignores the customer. Here he outlines a more evolved approach to outsourcing; one in which the need for economy is balanced by a revenue-enhancing focus on the customer. Expect outsourcing to deliver benefi ts on both sides of the balance sheet, he advises, and look beyond price for opportunities to transform your business.
Click on the book link below to read how Webhelp UK has changed the outsourcing game.