△ MENU/TOP △

Holtz Communications + Technology

Shel Holtz
Communicating at the Intersection of Business and Technology
SearchClose Icon

Customer problems are a good thing

Most organizations would agree that their goal is zero customer problems. According to Heidi Collins, who manages knowledge efforts through Air Products and Chemicals’ IT department, it can actually be better for a company’s reputation to have customer problems and solve them to have no customer problems at all.

Collins, author of “Corporate Portals” and “Enterprise Knowledge Portals,” said customers feel good about a company that solves their problems quickly and efficiently, and develop a strong sense of confidence that the organization will be able to resolve any future issues that might arise. Consequently, companies that solve customer problems can build greater customer loyalty than those organizations that don’t have any problems to begin with.

Collins was yesterday’s keynoter at the Conference Board’s Corporate Communication and Technology Conference in New York.

12/22/04 | 0 Comments | Customer problems are a good thing

Comment Form

« Back