Let Consumerism Guide Your Customer Service Efforts

In this month’s cover story, I ask executives a simple question: Do you know the difference between customer service, consumer experience, and consumer engagement? See Customer Service, Consumer Experience & Consumer Engagement: Do You Know The Difference?

But here’s another question: How are professionals in the field handling this trifecta of consumer relationship building? For more I reached out to OPEN MINDS senior associates Paul Neitman and Sun Vega. Mr. Neitman’s main takeaway — it comes down to recognizing the importance of consumerism. He writes:

There is an ever-increasing choice that consumers have over their health care . . .