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A Series of Insights From Engineer to Entrepreneur: Uncertainty and Pivots for Success

A Series of Insights From Engineer to Entrepreneur: Uncertainty and Pivots for Success
I’m an engineer turned entrepreneur. Owning and running my own business has always had an appeal to me, but for a while, I thought that transitioning from engineer to business owner was quite a career jump. Reflecting on my path and realizing the skill sets needed to do both, I’ve now know there’s quite an overlap of applicable business skills that are useful in both fields.

Where has all the customer service gone?

Where has all the customer service gone?
In today’s global economy, outsourcing of customer service/support to other regions by large corporations has become commonplace. A key issue with this strategy is that employees are not on site or tuned into the day-to-day culture, operations and decision making of the corporation which can be problematic. Because they are not involved in the company culture on the same level, often , the customer experience will be less than satisfactory and will not lead to a positive outcome or perception. Both of these are crucial to cultivating customer loyalty.