What's New About Serving Customers (and What's Not)
Harvard Business Review
DECEMBER 10, 2012
Make sure that the first impulse of customers is to reach you directly, by offering "chime in" feedback forms throughout your website; direct chat links for when your FAQ's fail to assist; and an easy way to reply directly to every corporate email you send out. Customers expect companies to share their burdens. More transparent. More twitchy.
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