customer services

New MSI Blogger: Lance Bettencourt

New year, new blogger! Our newest addition to MSI blog is Lance Bettencourt, former marketing professor turned innovation consultant, who sees the business world through customer service lens. 

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How to transform the Customer Services function (Part II)

In this post I continue the conversation I started in the previous post. To recap, this conversation is about transforming the Customer Services function.  When I say transform I am pointing at something different to change. Take a good look at change and you will find that change often deals with changing the content rather than the context which gives rise to the context. Transformation deals with the context.

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