Stop offering everything (and why this is far from customer-centricity)

Have you ever noticed how many ways a customer can contact a company these days? Phone, email, contact form, live-chat, Whats-app, Facebook, Twitter, Instagram, the list goes on and on. The world was somehow simpler when the only way to contact a company was to call or email them, huh?

Nowadays, it is commonly known that customer-centricity makes companies more successful. From this, the demand for round-the-clock reachability for companies grew. Since the variety of media has exploded, it stands to reason that businesses want to be available on all these channels, right? Read the whole story.