There’s the service that apologizes after an issue; the service that tries to mitigate a bad experience and keep you loyal. We know this as customer service.
The more we have to do customer service, the greater the signal is of a broken brand experience.
Rather than staffing more apologizers, it’s worth investing in more custom services.
These might be designers to get the product working better. It might be a point of contact that actually does customize a service for someone to ensure it meets their needs before they’re enrolled. It could even mean a better written instruction manual.
Custom servicers will never eliminate the need for customer servicers, but they are vital for ensuring longevity of a brand and to prevent customer service burn out.
Stay Positive & Put The Custom in “Customers”
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