June 2022
Intermediate to advanced
304 pages
7h 14m
English
In life, as in chess, forethought wins.
—Charles Buxton

Preempt is the third of the five strategic actions and it represents a very different approach to how customers interact with organizations. Preempt is about moving the organization from reacting to customer issues and problems to being proactive to prevent the need for customer contacts. Preemptive actions reduce friction because they reassure customers that the organization is looking out for them and serving the customers’ interests. ...