Listening to the Unstated Need
Customer service is about transactions that fulfill a stated consumer need! Customer experience delivery, however, is more than fulfilling a transactional need. Loyalty-building experiences often involve caring for a customer by doing something unexpected. I can think of no better example of the distinction between service and experience excellence than an example from Capital One.…
Automated Call Answering Cuts Costs But Also Cuts Customers {Guest Post}
The size of a customer service department is, of course, directly related to the size of the business it is serving. A small company with only a limited number of customers will not have the same demands as a large one serving millions of people. For the latter, it can become a costly operation to…
The Cost of Serving Well
It was such a thought-provoking question. In an interview this week, I was asked, “how much does it cost a business owner to deliver memorable service?” Earlier in the day, I had read about a police officer in Connecticut, Michael Castillo, who was on a call to break-up a fight at a Target store. After…