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Hello Bailey,

This is a great post. You adequately addressed the discussion prompts. I would add that your company's customer support personnel should be considered the front line of any customer relationship strategy that is intended to be effective. Support personnel are responsible for the most one-on-one interactions with clients (Migdadi, 2020). They are in a position that is second to none to revolutionize the relationship with the client. They are able to maintain these important ties if they behave in a charitable manner and provide more value to the relationship (Migdadi, 2020). The stronger the amount of engagement that a customer has with a firm and its product, the more the value that the client receives from the purchase, and the closer the relationship becomes. When you broaden the scope of what your customer service superstars are responsible for, you allow them the freedom to improve the quality of the customer experience in novel and unexpected ways.

References

Migdadi, M. M. (2020). Knowledge management, customer relationship management and innovation capabilities. Journal of Business & Industrial Marketing. https://link.springer.com/content/pdf/10.1007/978-3-662-55381-7.pdf