26 September 2017
Online services are everywhere. It’s rare to find an organisation that hasn’t been told how they could improve their customer service and make efficiency savings by moving more of their services online.
There’s plenty of evidence of the realistic, tangible efficiency and customer experience gains available from the successful introduction of online services. Don’t worry, this article isn’t going to criticise your multi-channel, omni-channel, channel shift efforts. Take heart, you’re on the right track!
However, as any Premier League soccer player knows, there’s no cheering from the crowd if you turn around and stick the ball into your own team’s net.
How can you ensure that your organisation’s actions don’t lead to ‘own goal’ service delivery failures that will leave your online self-service business case (and personal reputation) in tatters?