“Businesspeople have recognized forever that the moment when a customer interacts with a company employee is crucial to the organization’s success. Traditionally, the moral that managers took from this fact was: keep your frontline employees on a tight reign; teach them to come running when they encounter anything out of the ordinary. Today … winning companies take a different tack. They understand that the frontline people themselves must be given the authority to make real-time decisions, along with the training that will help them make the right ones.”
…from What Really Works, by William Joyce, Nitin Nohria and Bruce Roberson
SNAP connects you to your customer. It gives your customer information they want to know. Consistent use will have a positive impact on your customer relationships.
SNAP will improve customer retention. Customer satisfaction. Help you set and guide customer expectations. SNAP will help you to be more efficient. More effective. Will reduce your stress. And, will improve your credibility.
“SNAP is a practical guide and is very useful for improving customer service and client relations. It is a must read guide for client oriented, successful managers,” says Tomas Miller, Chief, Access to Finance at the Multilateral Investment Fund.
SNAP is an excellent tool that anyone can use. Right on the frontline. Right now.
© 2014 – 2015, Philip Espinosa. All rights reserved.
