applied know how
We’ve been told time and again to delight our customers, to WOW them with our exceptional service.
When we exceed customer expectations then loyalty increases.
Yet recent research may show that instead of delighting and wowing customers we should make out interactions effortless… or thats what i said last week.
So how much effort should we put into surprising, delighting and WOWing customers?… Read more
… for your customers.
Recent research has shown that effortless service (service that consistency delivers on hygiene factors) is much more likely to increase customer loyalty than WOW service that fails on some hygiene factors. This is a follow on to last weeks post about motivation and hygiene factors in customer service,
What do I mean by effortless service. Two examples…
First example, I recently changed my phone and upgraded to iPhone 8, through SingTel.… Read more