Are you preventing your customers from failing?

I found this inspiring AT&T Case Study of how to prevent your customers from failing embeded in an otherwise discouraging NYT story: “Please, Just Tell Me When I’m Nearing My Limit”:

“AT&T already provides three alerts to iPad users: when data use has reached 80 percent of the plan’s allocation, again at 90 percent, and once more when the allocation has been reached and overages begin.”

See also this related Sloan Review Article on preventing your customers from failing.

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Service. Bookmark the permalink.

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