A few years ago, when self-service was first introduced, most customers were not enthusiastic. As Steven Van Belleghem explains in the following video, the evolution of the internet has changed customer service and allowed companies the opportunity to provide information publicly to their clients so they may resolve any issues on their own.   The…

Self-service is emotionally stupid and it might be hurting your business.   If you’re unsure how emotions play into a customer’s experience consider this example: Picture yourself in a specialty running shoe store. You might be able to discern that you want shoes with or without cleats and you’ll probably have a brand or two…