That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
Sentiment: POSITIVE
Customers are very demanding and well informed.
The goal of listening to customers is not to please every one of them. It's to figure out which customer segments serve your needs - both short and long term.
Customers are now driven by trying to optimize value.
Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.
Part of Customer Development is understanding which customers make sense for your business.
Customer service is just a day-in, day-out, ongoing, never-ending, unremitting, persevering, compassionate type of activity.
The customer is not always right.
Learning about and from your customers isn't always easy and requires a commitment to continual observation.
Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.
When you spend time with potential customers, you get to hear about their struggles firsthand. You see their eyes light up with excitement or darken with confusion. You learn things you would never find in a survey, database, or questionnaire. You learn why people buy.
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