In a recent article by Harvard Business Review titled: Stop Trying to Delight Your Customers; we found some interesting theories in regards to what is actually necessary when it comes to a customer management process. The authors examined situations in which customers either return or banish companies and came to the following conclusion:
“Loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be.”
Therefore providing over-the-top customer service may not build loyalty, but reducing the effort your clients and/or customers have to do to get their purchase made, or problem solved – will. Ultimately taking deliberate steps in this direction – rather than trying to find new ways to spoil customers may help you improve your customer service ratings, and reduce costs.
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