Despite notions to the contrary, we are not in the customer experience business to make customers happy. We are in the customer experience business to help our companies achieve tangible business results. According to one definition I read recently, the
Never a group to shy away from a public thrashing, Congress has weighed in on the bad customer service provided by United and other airlines. But, like most things from Congress, their threats amount to nothing more than continued posturing
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.
There are several widely held, common ideals related to providing customer service that actually run counter to corporate goals. Unfortunately, they have become so ingrained in our business psyche that many have stopped questioning their veracity. So, refuting some of