Psychological research shows that small, unexpected positive experiences can have a greater impact on our mood than larger, predictable gestures. This is often referred to as 'The Delight Factor'—a key concept in customer experience research known as 'Customer Delight'.
Finally, he gets a call from the customer service agent, who apologizes for the delay. With rising frustration, he asks, “So, when are you coming to fix the problem?”
Many companies focus on their own goals and forget some of the most fundamental ones. Here are some of the most important things businesses often overlook—and why they could be the difference between success and failure.
One of the most important lessons I’ve learned over the years is that responsibility is about more than just cleaning up your own mistakes. It’s about taking ownership of situations – even those created by others.
When customer service is done right, even a frustrated customer can become the company’s biggest fan. And that, dear reader, is the gold standard we should all strive for.
Keeping the customer informed is one of the most important aspects of good customer service. Few things create more frustration than being left in the dark.
Everyone wants their products to succeed. Developers want more features, marketers ask for bigger budgets, and salespeople believe a lower price is the answer. But what is the real key to success?
