Stop ‘Listening’ and Start Anticipating Your Customers’ Needs
Listening to our customers' perceptions of our organization is an important first step to improving the level of service provided. However, by studying brands that excel in customer service, this expert found that what customers don't say is often more important than what they do say. In this Forbes article, Carmine Gallo, describes how brands that offer superior customer service stand out because they anticipate unexpected customer needs or wishes.