Solve Customer Problems Simply
loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be.
Two critical findings emerged that should affect every company’s customer service strategy. First, delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Second, acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn.
#customerservice #strategy #learning #simplicity
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Stop Trying to Delight Your Customers
The Idea in Brief. Conventional wisdom holds that to increase loyalty, companies must “delight” customers by exceeding service expectations. A large-scale study of contact-center and self-service inte…
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