Digital World and Customer Service

Understanding who your customer is makes you 1 percent more likely to make them happy.

Actually using that understanding to make customer service policy makes you 1 trillion percent more likely to make them happy.

Unless you are making sales to robots, you cannot speak to someone like they are a robot.  Just because you “live in a digital world,” your customer doesn’t.  They are calling on real telephones, writing real emails, having real frustrations, and having real emotions.

Customers have feelings too.