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GUEST BLOG: Turning customer service into competitive advantage

Michael Folmer Hansen | May 27, 2013
Smart CIOs recognise that their organisations can use technology to not only improve customer service experience across all channels but also to use it to turn customer service into a tool for competitive advantage.

The right technology can help organisations turn a possibly negative situation into a positive by building an immediate direct relationship with customers. It can not only help remove the 'bad and ugly' of customer service, but turn the 'good' to 'exceptional.'

In today's business environment, CIOs are the vital link for organisations to deliver first class customer service that exceeds expectations and turns customers into advocates. Embracing the right technology can help your organisation turn customer service into competitive advantage.

Michael Folmer Hansen is vice president and Asia Pacific managing director at cloud-based customer service software provider, Zendesk.

* Customer service and business results: a survey of customer service from mid-size companies, Dimensional Research, April 2013.


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