Previous Clintcast episodes have discussed the critical importance of making the most of the incoming customer experience. Today, Clint discusses taking this process even further with what he calls customized concierge service. In many cases, when a new customer arrives, not only should we be meeting that new customer with all our great welcome procedures in place, but we should also be gaining information (ahead of time if possible) to predictively anticipate issues or concerns that will be specific to this customer and his/her loved ones. By making this little extra effort, an organization can make great leaps in customer service effectiveness! Give it a try!
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