Profitable Growth through High-Value Customer Experiences
I had a positive interaction at a car dealership recently that reminded me of how valuable transparency is in the customer experience. Within an hour of dropping off my car for service: The dealer sent me a short video (via
How often does your company make a concerted effort to connect those doing the work, with those consuming the work-product? If the answer is “never” you are missing a valuable way to (a) connect with your customers and (b) improve
Four years ago I made the mistake of purchasing a sofa from Bassett Furniture. I didn’t know it was a mistake at the time, but I should have. (Now, I’m kind of blue.) Warning signs I should have considered: No
The fourth and final pillar that helps companies align to customers is leadership. Leadership is the beginning or the end of customer service just as it is the beginning and end of all victories (or losses). Culture – What are