It is a subtle but powerful distinction - do you care for or about your customers? I'm not suggesting that you can't do both but I am asserting that most businesses struggle to do the former let alone the latter. The "caring for" dimension emphasizes service competence while the "caring about" aspect focuses on the personalized or humanized dimensions of a compassionate experience. If you say you care both for and about those you serve, what do you point to to prove your claim? How do you know how well you are caring? Would your customers' assessments align with your responses? Caring for builds satisfaction --- caring about fuels loyalty!
September 10, 2011
Caring for or about your customer?
It is a subtle but powerful distinction - do you care for or about your customers? I'm not suggesting that you can't do both but I am asserting that most businesses struggle to do the former let alone the latter. The "caring for" dimension…

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Joseph Michelli
Joseph Michelli, Ph.D., is a Certified Speaking Professional and #1 New York Times bestselling author whose books are drawn from his work inside Starbucks, The Ritz-Carlton, Mercedes-Benz, Airbnb, and Zappos. His new book, Get Me a Person, releases December 8. Signed, personalized copies available now. He helps leadership teams design human-centered, technology-aided experiences that build loyalty and referrals. Start a conversation about your team.
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