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To paraphrase Warren Buffet, the secret to good customer relationships is the same as the secret to any good marriage: low expectations. But customer expectations with respect to trust are now rising, and technology is the culprit, driving a dramatic increase in the speed and volume of interaction. Whenever two people interact – either face [...]
Maz from The Customer Blog has written about Extreme Trust 3 times in the past few weeks: “How best to describe Extreme Trust the latest book by Don Peppers & Martha Rogers? Perhaps the best place to start is to compare it with the other books Don and Martha have written. Which is the book [...]
The Consumerist posted an article that’s been getting lots of great feedback in response to our co-author Don Pepper’s recent piece in Fast Company. The Consumerist Deputy Editor Chris Morran looks at Don’s description of his customer experience with Comcast and how they missed an opportunity to apply the principles of extreme trust (i.e. proactively helping their customers) [...]