I have an interesting question for you today: how many people are there between your customer and your CEO? Hint: like in golf, lower scores win. And as we continue to dig ourselves out of crisis mode with our financial services industry, it is worth thinking about too.
The problem with many businesses is that they have put too many customer service firewalls in place. There is no accountability. There are no common complaint routing protocols, and customer escalation procedures are spotty at best for getting things resolved. There are businesses that would think nothing of spending hundreds or even thousands of dollars on customer acquisition.