'Walk in your customers shoes'
Have you tried to contact your own company recently? May sound a bit daft, but we are all guilty of becoming complacent sometimes. We set ourselves up – website; telecoms; auto responders; chatbots; staff training…and then carry on, business as usual. But those systems you put in place; those contact forms… may be out of date. You may assume that your customer-facing staff, once they’re trained are all responding as they should – either by phone or email/social media or even