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April 20, 2009

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This post reminds me of the late 1990s when managing customer relationships was was evolving into a mainstream practice. At that time I recall writing about the time being right for Consumer Affairs functions to "step up" and play a larger role in this evolving business strategy. Some organizations/individuals did, while others saw their role as it always has been.

The moral is, that the world is always changing, and for any individual or organization to stay the same is to effectively go backwards.

So yes, now is a very good time to step up. Don't let this opportunity to reinvent yourself and your function pass you by.

The expression comes to mind: is your roll to stack bricks, build a wall, or build a cathedral? Or, in Consumer Affairs terms: is your role to answer customer inquiries, manage a customer care function, or build customer loyalty and advocacy? Assuming the bigger goal will enable you to more freely incorporate social media into you responsibilities.

I worked in a customer service role for a number of years, and can see a lot of truth in what you write. Customers call, and their issues are not solved, just papered over. Where i work now i am happy to say that problems are dealt with swiftly and with the goal of satisfying the customer in mind.

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