Wvu Marketing Communications Today

  Amas Tenumah explains why customer service is broken and what we, as marketers and as consumers, can do to help fix it. The reasons range from the industrialization of the customer service function, where it became all about efficiency and cost-cutting, to the difficulty in demonstrating quick results from investments in happier customers. But he ends on a high note, with encouraging news about the power of technology to improve the ability of call center reps to establish rapport and solve problems. Amas shared some interesting hacks with us from his latest book, Waiting For Service, including how as consumers we can advocate and achieve better service for ourselves! In our post-recording chat, Amas shared one more tip to check out: ACSI, the American Customer Satisfaction Index, where you can find CSAT scores by industry and by company, across the U.S. economy. About our Guest: Amas is a humanist, futurist, and storyteller. Amas obsessively focuses on two topics - Customer Experience & Living Blissfu