I make my living in customer service so this may seem like an odd topic. Done well, delivering a quality experience to customers can be an engine for satisfaction, retention, and growth. Done poorly, it can also cause organizational misalignment
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.
I read an article about employee attrition recently that rehashed many well-known points. What struck me was a comment by a person who had been in a dead-end job for 10 years (ugh) and who is slogging it out to
You can’t lose what isn’t yours. And if you recognize that your relationship with “your” customers is tenuous at best, you have a good chance of creating lasting bonds and keeping customers. Customers are transient. They are supposed to be