rules and policies Archives - Shep Hyken | Customer Service Expert

Leaders live in a customer-free zone

There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. I had the great opportunity to interview John Brandt, the author of the new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It. I love the title of that book and its content, including his concept of the customer-free zone. Here’s my take on this interesting concept—or, should I say, problem. (more…)

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