Everyday the internet is full of blog posts that explain carefully and in detail what to say and what not to say. Among the most common suggestions when dealing with customers are:
Marketers CLAIM they are “exceeding expectations”… but customers are clearly expecting something entirely different and are more often than not surprised, but in a negative way. If so many companies are going “the extra mile”, how come over there there’s no traffic at all? What exactly IS this mythical “extra mile” of customer care?