In an article entitled Businesses Lose $75 Billion Due To Poor Customer Service, appearing in Forbes and dated May 17, 2018, customer service “expert” Shep Hyken explains: NewVoiceMedia’s 2018 “Serial Switchers” report reveals that poor customer service is costing businesses more than $75 billion a year. That’s…
Radical Customer Service – Understanding Customers Important Conclusions About What You “Think” You Know About What Customers Want, and The Power of Customer Service continued from You can’t “understand customers”. You can only understand customers within the context they operate ; their locations, cultural backgrounds,…
The Social Conversation Misconception – Who Stole Engagement And What The Lack Of Conversation Means For Customer Service If A Tweet Falls In The Forest, Does Anybody Hear (previous part) Advisors on social media are quick to point out that whether companies are part of…
Radical Customer Service What You Absolutely Need To Know About Customer Service Research So You Won’t Make Bad, Costly Decisions There’s a huge and lucrative research industry that examines customer and consumer behavior. There are probably several hundred companies that do this kind of research,…
We Know Much Less About Customer Behavior Than You Think Why It’s So Hard To “Understand Customers” You’d think it would be easy to determine what customers want. Just ask them. Or, better yet, observe their behavior.. There really aren’t any other options. If businesses…
