From the course: Measuring the Value of Customer Service
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In your customers' shoes
From the course: Measuring the Value of Customer Service
In your customers' shoes
- Here's a secret. The most successful leaders I've worked with are uneasy with depending solely on reports and return on investment calculations to tell them what's really happening with customers. They want to put themselves in their customer's shoes. Here are some sources of insight that you can tap into, and each has a story to tell. Probably the most important is direct input from customers. Get out there and talk with them. The late founder of Southwest Airlines, Herb Kelleher, made that a regular practice. He would fly different routes, sitting with his customers. He would wander through airports. He was out there with them. Howard Schultz, former CEO of Starbucks, spent significant time in his stores which helped him make decisions he wouldn't have made otherwise. One was investing in shorter espresso machines so baristas can make eye contact with the customers. And this opportunity applies to all levels of…
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