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Front Door - There's a new way to look at your business

What is the Customer Front Door and why is it important? We all know that first impressions are lasting ones. For most customers that impression is formed when they come through the front door of your business - and in today's world there isn't always a physical front door for them to walk through.

In many cases the "front door" is a Web site, an e-mail, a text message, or a phone call to a call center. But the impression this customer front door makes on the customer is as lasting as ever. Over 74 percent of consumers say they will give more business to a company that provides great customer service. And a recent McKinsey report found that call centers are the most underutilized of all corporate assets. In fact, call centers are, in many cases, the focal point of the customer experience. According to McKinsey, call centers generate up to 60 percent of the business in many telcos, and account for 25 percent of new revenues in some financial institutions.
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