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A traditional retail business can apply the concept of customer-obsession by shifting their focus from being reactive to proactive. This means anticipating customer needs and problems before they arise and planning solutions in advance. Empowering customer service agents to solve issues without needing supervisor approval can also enhance the customer experience. This approach encourages solution-based planning and can lead to improved customer satisfaction.
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Have you ever wondered how Amazon managed to grow from the first online bookstore to a global technology leader in just 20 years? Jeff Bezos' humble i...
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Being customer-obsessed means to be proactive rather than reactive. Instead of saying, "the customer is always right," which tells employees to defer to the customer whenever there is a problem, Amazon says to be "customer-obsessed," which translates to solution-based planning. That's why customer service agents are given the authorization to solve many issues without supervisor approval.
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