What Are Your Customers NOT Saying?

Identify unexpressed needs.
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Stop ‘Listening’ and Start Anticipating Your Customers’ Needs

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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.

Stop 'Listening' And Start Anticipating Your Customers' Needs

Listening is overrated when it comes to creating an exceptional customer experience. Your customers will only tell you what they think they need, but how you meet their unexpressed needs makes all the difference. As a communication expert, I focus on what leaders have to say and how they say it.

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