Keeping “good customers” happy and motivated should be part of any customer-centered approach. Instead of silence, there should be a process to regularly review performances for these customers rather than waiting for them to call or, even worse, to leave without calling. It should be automatic to treat loyal customers favorably.
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Default procedures offer companies the chance to save their customers time and money, and help them maneuver through complexity. In every process, however, leaders should imagine themselves in the shoes of the people they serve.
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