Forbes: Come Apple, Virgin, Zingerman’s, USAA gestiscono il tempo di attesa

Apple Store Suburban Square (PA) • © Micah Solomon micah@micahsolomon.com

Apple Store, Suburban Square (PA) • © Micah Solomon micah@micahsolomon.com

It’s no secret that customer expectations for speed have accelerated. (Almost daily, it seems.) However: there are instances where you can’t increase your speed of customer service, your delivery of your product, the deliverables of the customer experience. The reality of such situations is that customer expectations have rushed ahead of what you, being a reality-based business, can provide.

So while generally my advice, as a customer service consultant, has been “get with the program already and meet these new customer expectations–before somebody else does!” there have to be exceptions.

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