The Harvard Business Review, in its July-August issue, has an article about customer service:
Stop Trying to Delight Your Customers!
“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.”
Great advice! Read the whole article here.
Have a great day!
Kathy Howe aka SedonaKathy
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