A great customer experience starts with leadership

Customer experience is key. Everybody agrees that in this day and age, one negative customer review can deeply hurt even the strongest businesses. We book our vacations according to what other tourists write about that location, we go to restaurants that rank higher in recommendations and we don’t purchase any electronics before checking what others who have bought them have to say.

On one hand, it makes the jobs of the sales people more difficult but on the other it ensures customers make informed decisions that they have a better chance to be happy with. There are numerous books, articles and courses on how to make customers happy.

The CEO of one of the companies I used to work for once said “it’s impossible to make all our customers 100% happy. The only way to achieve that would be to stop billing everybody and then we’d go out of business.” But people don’t necessarily resent paying for things. They do, however, feel very cheated when something they are paying for does not deliver what it promised.

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