What is the best way to prevent customer failures?

I still find this 2006 Sloan Management Review article on How to Prevent Your Customers From Failing very timely.  Please note particularly:

Research indicates that about one-third of all service problems are caused by the customer.  As companies increasingly shift work to customers and incorporate more self-service technologies, customers will take on even greater responsibility for service quality. As a result, their failures will become more critical.”

The Fifth Third NextJob practice is one unconventional example of preventing a certain customer failure.  More specifically, Fifth Third is preventing their unemployed mortgage customers from losing their homes by helping them find their next job.

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About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Collaboration, Customer Experience, Customer Insight, Customer Loyalty, Customer Retention. Bookmark the permalink.

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