The post, Creating a culture of customer advocacy by Rob Markey raises a subject that I’ve chatted with clients a lot about over the years. Is it better to publicly state that you will provide great service or let customers find out over time?
I have always argued for the “let customers find out over time” approach. My logic is reasonably straight forward. Customer satisfaction with service levels is a not an absolute. Rather, it is a combination of expectation and delivery.[Read more…]