Seth Godin on “Telephone Strategy”

Seth Godin recently wrote a great article about how we don’t need a telephone strategy, so much as a people strategy.

I couldn’t agree more.

The channel of telephone communication is often blamed for poor customer service. But really it’s the lack of thinking about the Caller Experience that creates the frustrating interaction.

Whether you need to answer your phones with a live person, or use a well-designed Auto-Attendant has to be based on your People Strategy.

What is your story? Do you have something people are interested in?

Then decide the best way to communicate that story to them.

Because whether it’s through email, social media, a phone call, or someone walking into your business, how you tell your story is more important than the channel.

How are you telling your story?

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