Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond
(LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Well, you might assume the logical response to be “to have satisfied customers”. I, however, am not that sure.
My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. This article reminds of this strategy. Satisfied customers or profit. What’s your priority?
9 Customer Service Mistakes You Need to Stop Making
