Improving customer service is about dealing with expectations and dealing with absolutely crucial points in the process more than just actually trying to improve everything evenly.
Advertising today seems less interested in psychology and the social sciences than it was in the era of the early Mad Men episodes.
This seems absurd to me.
Nudge theory is very important because it says big problems can be solved by human-centered marketing thinking.
That’s why it’s vitally important for us to make noise about marketing’s ability to come up with solutions to problems.
Go after your customers and make them more loyal. Never forget that customer service is relative to expectation.
If you create some small unexptected element of surprise for the customer, that will make a huge difference.