In Part 1 of this article, we discussed how restaurants’ practice of constantly refilling iced tea glasses without first asking can actually leads to a diminished customer experience for some. We also hinted that we thought customers of oilfield suppliers could relate to this lesson. We want to use the second part of this article to explain how.
When an organization decides it wants to address customer satisfaction, the process it follows can have a big impact on whether its succeeds. When management does not think through and get involved in the process — opting instead for vague directives to “better serve our customers” or “create greater customer intimacy” — the results can prove ineffectual and even counterproductive. Continue reading “Thanks, But It Misses the Point – Part 2”