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The truth behind self service

A recent article published by The Harvard Business Review explained some interesting insights into the world of self service, irrespective of the industry.

Click here to view the article: Why Your Customers Don’t Want to Talk to You

The article explores the trend shift in customer favouring self service, even if the counter is free. Postal customer’s willingnness to stand in line for a kiosk over dealing with an employee, though may have its implcations, is also an opportunity.