Recession presents unique opportunities – if you’re quick

As the recession bites, a number of senior and experienced managers with considerable knowledge of the importance of the customer experience will be looking for alternative employment. In many cases, they will be returning to the front line of customer service. How will organisations react to the influx of experienced talent at this level?

Taking two very different case studies as a starting point, this article considers:

• the opportunities the effects of the recession present to organisations willing to grasp them
• the dangers in failing to put in place systems that harness the knowledge and observations of front line staff.

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