“Demanding, vocal, impatient, and always right.” If this describes your customers, are you tempted to just give up and find new ones? Don’t do it, cautions Becky Carroll, author of The Hidden Power of Your Customers. “The popularity of social media and ubiquitous mobile phones have created the perfect storm for customer service - and companies need to get it right or suffer the very public consequences.”
How to win this challenge? According to Forrester’s Megan Burns, “Enjoyable experiences are the first step to creating emotional connections with customers.” And for Vision 33’s Carl B. Lew
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