Customer Service: Dig to the Root of the Issue

“With customers changing so fast,” she said, “you have to be a step ahead of them, leap-frogging them every so often.”

She pointed out that marketers sometimes don’t see things the way their customers are seeing it. In fact, in her observations, she believes that catalogers and other marketers are get “a little too insular.” In fact, she finds service overall to be “pretty mediocre at best. We (as consumers) are getting processed as customers, but still not getting served. (We) want a relationship, not just a transaction.”