In: Marketing
Customer Service
The customer is your boss – or at least he or she pays your salary. Better to listen to clients, then, identify and anticipate their needs, and always give a little bit more than expected. They'll pay back your attention.
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Summaries
Can Your Customer Service Do This?
Create an Anticipatory Customer Experience that Builds Loyalty Forever
McGraw-Hill, 2023
Would You Do That to Your Mother?
The “Make Mom Proud” Standard for How to Treat Your Customers
Portfolio, 2018
The Airbnb Way
5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
McGraw-Hill, 2019
The Magic That Makes Customer Experiences Stick
The most memorable experiences are suffused with emotion – not extra features or value for money.
MIT Sloan Management Review, 2019
How Should Companies Talk to Customers Online?
The words service agents use to engage customers often end up backfiring.
MIT Sloan Management Review, 2018