Theres a reason that business experts say to work on your business, not just in your business. (A book on this subject that Ive enjoyed is The E-Myth Revisited, by Michael Gerber.) Nowhere is this more true than in the design and execution of customer experience, customer service and customer support; here, even a little effort spent re-thinking how you go about your work can make all the difference in how well that work goes, and how well its received by customers, as the following examples, from three diverse businesses, should make clear.
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