I’m talking about customer service that is. When everything clicks and you’re delivering service that your customers expect you don’t know how good or bad you are. You only know that you’re not getting complaints.
By connect I mean emotionally connect. If you’re emotionally connecting your customers don’t see you as authentic. It might be one of the reasons you have more customer turnover than you want.
I know this isn’t a big surprise. I’m a huge fan of Apple. I’ve been a customer since 1978 when I bought my first Apple II.
One of the things that keep me as a customer is their technical support. They’ve thought through the process of support from their customer’s point of view. And in the process they’ve decreased their cost.