The 4 Key Ingredients of Great Customer Care
In 2020, companies are underperforming if they don’t have positive customer relationships. This happens consistently in the B2C market—think back to United’s customer dragging scandal after overbooking a flight. At least to consumers, these companies do not appear to be asking, how do we best care for our customers? And, it’s costing them. Outlier’s business model is built on relationships and delivering mutually beneficial results, so we are forced to ask and answer this often. We’ve boiled customer success down to four key ingredients: clarity, accountability, growth, and of course, respect. Clarity Happiness is when expectations meet—or exceed—reality. This mantra, while perhaps a lofty generalization…