There aren’t many principles in my corporate life that I am proud of, but I am very proud of the one I have used and taught to guide self-service strategy:
Don’t outsource your labor to your customer.
If self-service isn’t purely about empowerment and improved experience, customers will see through it eventually, and the money you thought you saved on efficiency will be spent somewhere else.
There aren’t many principles in my corporate life that I am proud of, but I am very proud of the one I have used and taught to guide self-service strategy:
Don’t outsource your labor to your customer.
If self-service isn’t purely about empowerment and improved experience, customers will see through it eventually, and the money you thought you saved on efficiency will be spent somewhere else.