Some of the most crucial customer conversations never occur because customers keep secrets. Unfortunately, if you knew the secrets (and their answers) you could maintain and grow your customer base, increase revenue per customer, and innovate in meaningful ways. Starting
Why What You Want Doesn’t Matter
Ever get unsolicited calls from someone trying to sell you something? I got one the other day and was reminded why they are generally unsuccessful. The salesperson went through a brief introduction of himself and his company (they outsource technical
Walmart’s Customer Service Renaissance
It is difficult to argue that Walmart offers ideal customer service (Forrester’s 2011 Customer Experience Index report rated Walmart near the bottom of 30 retail stores). Nonetheless, Walmart is leading a customer service renaissance through its sustainability initiative. How? Walmart