Customer Experience Tip #1163
“In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”
–Kristin Smaby, “Being Human is Good Business”
HI Steve,
Interesting idea about “hand holding”. I have long said that I will take every opportunity to educate my customer about the possibilities” but, I guess, “hand-holding’ is another way to look at it. Louisa
Educating pays big dividends, Louisa. It falls under “Advice/Learning” as defined here: http://blog.driventoexcel.com/2013/06/what-do-customers-expect/