Do we know who are customers really are? Do we know why they really buy from us? Do we know what their needs and desires are? Do we know what keeps them up at night? Do we have Customer Care standards that everyone -- including the customer -- understand? Do we have a way of measuring our success in the areas that count? In this follow up article to "Setting the Stage for Customer Care," JoAnna provides some specifics on how to implement a strategy for outstanding customer service.
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