Of all the things it’s known for, the Amazon customer service experience is probably the least talked about. The e-commerce […]
Is it better to overcommunicate or under-communicate with customers? With marketing, less can sometimes be more. But when it comes to customer service and customer experience issues, overcommunicating is almost always better.
Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?
The customers that complain do so because they care. They actually want to continue doing business with you. They want you to fix the problem. If they didn’t care, they would just leave. And so many customers do that. If you look at feedback as a gift, you will realize that these are customers that are trying to help you.