Are You Really Ready

Murphy’s Law certainly applies to new product releases. Customer Service needs to be prepared.

It is common to focus virtually all attention during a new product launch on the positive attributes the product or service will offer customers.  The reality is that some things will go wrong or not develop as anticipated.  It is important to heavily involve customer service upfront in planning for the announcement and thinking through what could go wrong so that preventive or corrective actions can be formulated before they are needed.