“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!”
—Tom PetersManagement guru
Customers are demanding. And they have every right to be. Today’s customers have more options—and less time—than ever before. If your organization doesn’t offer what they want or need, if you don’t interact with them in a manner that meets or exceeds their expectations, or if you aren’t quick about it, they will just walk on down the street—or let their fingers surf the ’net—and do business with one of your competitors.
And if you don’t have customers, you don’t have a job!
Researchers consistently find that it costs