 |
To tip the cognitive hurdle, not only must you get your managers out of the office to see operational horror, but also you must get them to listen to their most disgruntled customers firsthand.
|
161 |
 |
Anyone who sacrifices money to serve customers cares about customers.
|
160 |
 |
…what a tangled web we weave when first we practice to deceive loyal customers.
|
128 |
 |
Salespeople quickly learn that manipulation of the context in which customers see a good can profoundly influence preferences.
|
361 |
 |
…waiting time. This… is the single most important factor in customer satisfaction.
|
034 |
 |
When a customer is in the dressing room, he or she is in a total buying mode. But instead of taking advantage of that, most stores squander it.
|
182 |
 |
Understandably, [customers] don’t like [to wait], but as reasonable beings, they’ll do it – up to a point. Beyond that, though, comes trouble.
|
201 |
 |
Every interaction with a customer is an opportunity to gather crucial information about your product, possibly saving you time and money, improving your chance of building a better product to suit their needs.
|
179 |
 |
An agile team should have all the skills on the team to own the entire end-to-end value creation process from ideation through customer delivery and support.
|
202 |
 |
The alternative strategy is to declare and constantly reinforce that customer success is the business of the entire company, not merely one department.
|
100 |
