Rule based systems create friction between customers and the business.
Keeping customers is far less costly than getting them. But less exciting.
Customer service should be more than an after thought.
Customer service is a super power if done properly. So, why do people do it so poorly? It is a precept of common law that justice delayed is justice denied. Not many of us would disagree. What if customer service is a form of… Continue Reading “Customer Service As Marketing”
It has been said that the problem with people who are trying to help you is that they don’t know when to stop. At least one bank has at least one employee with that problem. Here is how I came to know about it.… Continue Reading “Customer Service”
Following all the rules and procedures is not necessarily doing the right thing. Unless, of course, the right thing means making sure that you, personally, cannot be blamed. Being within the rules can still lead to bad results. Think Wall Street. The problem is… Continue Reading “Doing Right Versus Doing It Right”