CHAPTER 3
THE JOURNEY TO EXCEPTIONALCUSTOMER SERVICE EXPERIENCES
Customer service is dead. Gone. Buh-bye. If you’re using customer service as a way to lead your market segment—in fact, even if you’re just trying to deliver good customer service—you’ve already lost.
Good customer service = bad customer experiences.
What? Isn’t customer service what it’s all about?
No. The way you “serve” a customer is only one sliver of the total customer experience. “Good” customer service will kill your business because most customer service initiatives are not enough to allow you to compete effectively in today’s market. So not only is good customer service ...
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