Customer service as a competitive tool: What is good customer service?

Customer service has changed in the 2010s from an expense item to a strategic competitive tool for companies. Why? Because as customer journeys have become more complex and personalized, the role of the customer experience has become even more important.   The quality and value of products or services is simply no longer enough, but companies […]

Leveraging the protégé effect in customer support

teamwork makes the dream work

The importance of customer support can never be underestimated. Your agents are at the frontline of your business, and often also the last person your customers interact with after a sale is made or when they have issues with your services. Customer support agents are the ones handling your company’s reputation, and the satisfaction of […]

Everything related to coaching leadership now in one place

LähiTapiola logo

LocalTapiola Group is a mutual group of companies owned by its customers. It serves private customers, farmers, entrepreneurs, corporate customers, and organizations. LocalTapiola’s products and services cover non-life, life, and pension insurance, as well as investment and saving services. LocalTapiola employs 3,500 people and the number of owner-customers is nearly 1.5 million.  QualityDesk was first introduced at […]