Extra-Mile Service in a Cost Cutting Business Climate

Lonely on the extra mile. Heidi Miller has been a kindred spirit in the blogosphere since I first started blogging over three years ago. She has a great post over at the Spoken Communications Blog asking how we're supposed to determine where to cut when customers want us to go the extra-mile (I've always said that there are no traffic jams along the extra mile).

One of the reasons I've come to respect Heidi so much is that she get's it. She spins her own take on the mantra I've been repeating for years. If you really want to make strategic decisions about what your customers want, you should start by asking them – and carefully listening.

FYI: When you're ready to listen to your customers, please feel free to contact me. Getting actionable data from listening to customers is our specialty!

Creative Commons photo courtesy of Flickr and Stitch

  2 comments for “Extra-Mile Service in a Cost Cutting Business Climate

  1. June 24, 2009 at 5:46 pm

    Aw, Tom, thanks for the link love! One of the things I’ve enjoyed about working with Spoken is that they really seem to get the idea that customer service starts with the customer. That, plus they seem to dislike the inefficient phone trees and voice recognition as much as I do!

  2. June 24, 2009 at 7:05 pm

    Another great blog added to the daily must-read list. Thanks!

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