Why This Book in 2021: Customer Value Starvation Can KILL
How do you keep happy customers when cutting costs is essential? (Airline costs are going up, fares are going down. Where is the money going to come from?) Singapore Airlines is a customer service leader and lower in costs than similar airlines. Ten customer leaders in different fields have the lowest costs—because they have happy customers.
We need to avoid complaints (go toward zero complaints or at least zero Customer Value Starvation complaints) and get contented customers by not starving them of satisfaction. Starvation causes complaints, and costs the company time, money, and effort to rectify them. Why not just work toward getting rid of this source of annoyance. Learn ...
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