Customer Feedback

Why you should stop delighting your customers (and what to do instead)

Why you should stop delighting your customers (and what to do instead)

You hear a lot in business literature about the crazy customer stories. The Zappos call that went for 12 hours, the Southwest Airlines pilot who didn’t leave until a late passenger was on board, and when Trader Joe’s delivered food to a snowed-in man. They’re amazing stories, they warm your heart, and (to be honest) they make great PR for these companies.

The problem with these stories is that they are a 1 in a 1000 situation. They don’t represent most interactions with customers. This idea of focusing on delight is actually kind of bonkers. Going above and beyond 1 in every 1000 customers is not as good as hitting the mark perfectly on 999 of those same customers, even if it’s not service worthy of a viral article.

5 mistakes businesses make with their customer service (and what to do instead)

5 mistakes businesses make with their customer service (and what to do instead)

When it comes to business getting your customer service wrong can be catastrophic. 91% of customers will walk away from a business after a bad customer service experience. Yep, NINETY ONE PERCENT of the people surveyed said they would never purchase from that business again because of a crappy experience.