Barely a year beyond one of the worst economic slowdowns in recent history I was struck by the familiar disclaimer “past performance doesn’t guarantee future results.” This statement is as true for fund managers as it is for customer service professionals.
But it begs the question; just how good does your current performance have to [...]
In a previous post I picked on a Shutterfly, Inc. transaction to demonstrate how easy it is to spot customer service problems. Now, let’s turn our attention to what they should do to atone for their customer service sins.
First, a recap of their transgressions:
Checkout step [...]
Most companies think they know how their customers view them. Most companies think they understand what their customers want. Most companies are wrong.
Fact is, most companies are still chasing the next big deal opportunistically. They rely on gut feel and promises of new growth and revenue rather than relying on existing customers to help [...]