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Browse the siteJanuary 10 2014
"I'll tell you something
I think you'll understand
When I say that something
I want to hold your hand."
Beatles lyrics? Yes! Something businesses need to internalize in order to satisfy today's consumer? Definitely!
When you get great customer service at a restaurant, you leave a great tip and then tell all your friends about it. When you shop at a place like Nordstrom's, aren't you happy to pay more? Ever been to an Apple store?
What do all these businesses have in common? You guessed it—they hold your hand!
Exceptional customer service starts with the modern consumer. What does this consumer look like?
What happens if they don't receive the customer service they've come to expect? They take to the internet and complain: Loudly and publicly.