Recognizing, understanding and closing the gap of Customer Interaction.
Customer Satisfaction is Overrated
Eighty percent of customers who switch suppliers report that they were "satisfied" with their previous supplier. Obviously, satisfied customers are not the same as loyal advocates. How can you ensure that customers will stick with you–and better yet–recommend you to others?
Ensure "The Last Mile"
No matter how much you've invested in technology, it's what happens during the actual customer interaction that's most important. How can you ensure that your technology investment is not being squandered by well-meaning employees who simply are not able to "go the last mile" and ensure a loyal (and not merely a satisfied) customer?
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