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Introduction > Homeward Bound - Pg. 6

6 introduction call anticipatory customer service. Here's what to strive for through people, systems, and technology, set in an admittedly dopey rhyme for easy recollection: If you can anticipate You can differentiate. If customers feel at home They're unlikely to roam. That, in a nutshell, is how you turn customer service into a compet- itive advantage that will sustain your business year after year. If you can anticipate what your customers want, before they ask for it, even before they're aware of or can express that they desire it, they'll never feel the need to go elsewhere. Your service is anticipatory when: > Your product or service is what your customers are looking for--specifically what they are looking for--before they have