Why Your Customers Don't Want to Talk to You
-
Authors:
Matthew Dixon
Rick DeLisi
Nick Toman -
Publication Date:
October 2013 -
Report Number:
TCBR131
Sign In to Download
most customers don't just like self-service—surprisingly often, we go out of our way to self-serve. How customers want to be served, and how they want to engage with companies, has changed considerably in the past decade.
The problem is that most service strategies haven't followed suit, and this is hurting companies not just once but twice, through increased operating costs and decreased customer loyalty.
- See more at: http://tcbreview.com/fall-2013/why-your-customers-don-t-want-to-talk-to-you.html#sthash.0H3avQPt.dpufMost customers don't just like self-service—surprisingly often, we go out of our way to self-serve. How customers want to be served, and how they want to engage with companies, has changed considerably in the past decade. The problem is that most service strategies haven't followed suit, and this is hurting companies not just once but twice, through increased operating costs and decreased customer loyalty. This adaptation from The Effortless Experience: Conquering the New Battleground for Customer Loyalty explores the mismatch between how customers want to be served and how executives think they want to be served.