Where do ideas go?
When a customer takes the time to provide considered feedback are the operators bound by a framework that enforces a generic, pre-determined response or are they rewarded for taking the time to understand, excogitate and collaborate.
Having operators is an old model, it only works when we can predefine all the possible outcomes and want to stringently enforce them.
Fostering collaborators takes more time, can change outcomes for your customers, changing their experience and the long term result.
