Over at the always-readable Customer Experience blog, Lou Columbus‘ latest post provides good food for thought, observing that companies aren’t providing their customers with as much information as they once did back in the Good Olde Days ™ when the nation’s economy wasn’t in a free-fall state:
They are locking down knowledge as if it were cash, not sharing nearly as much anymore.
There are two issues here. First, knowledge is cash, as any patent attorney will freely acknowledge. If your business model includes charging for expended customer support, one would hope you’d have a way to determine who pays and who doesn’t, yes?
The other problem with the ‘information just wants to be free’ argument is that is costs money to share information. That customer service rep on the line is typically not there out of some religious conviction: s/he expects to be paid.
On-Demand speech solutions by TuVox help solve both issues by lowering the cost of sharing information while making sure that that the human who wants live customer support is entitled to receive it. Now that’s smart sharing.
TMC publisher Nadji Tehrani writes in ![[Valid RSS]](http://www.tuvox.com/images/valid-rss.png "Validate my RSS feed")
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