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.
Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell
(Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world.
My Comment: Here is a great testimonial to the combination of a great customer experience and product. You know it happened when the customer says, “Wow! I never knew I wanted that.” It’s an Apple moment. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it. My friend Chip Bell, customer service expert, summarizes this idea quite nicely in this excellent article.
When We Stop Doing The
