Follow-Through & the Customer Experience
The Critical Importance of Following Through
To get yourself in the right frame of mind, here are a few stories detailing how follow-through can make or break the customer experience.
Bernie the Beer Man
Shep Hyken
Follow-Through Builds Customer Confidence - Shep Hyken
Customers Say AT&T/DirecTV Isn't Following Through
WFMY
Customers Say AT&T/DirecTV Isn't Following Through
This last article details how Epic Fails, Great Recoveries and Flawless Executions shape our perceptions of major businesses based on how they follow up or follow through in various situations.
Stick to the Basics
So what’s going on here? Why is it so common that customer service experiences end in broken promises? What can’t we simply follow through with what we’re doing?
Typically, it’s one of two problems; setting unrealistic expectations or forgetfulness, both of which we can work through.
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