Guest post by Matt Dixon Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. […]
Think about the first decision, “Decide to believe.” Are your customers an asset or cost center? We need to arm our call center folks with the value of our customers, and believe in them and train them, so that they can know whether it makes sense to stay on the phone longer. If you have a $100,000 customer on the line, doesn’t it make sense to spend a few more minutes to rescue that person?