27 karma · joined November 14, 2012
"While this strategy worked for CDBaby, there are some businesses and situations where the "more time with customers" approach won't work.
Some services rely on solving problems immediately. Ecommerce merchants need to figure out when they can spend time with customers and when to act quick. If a customer is calling with a complaint about service or product, you need to gauge their disposition and act accordingly. But if a potential customer is inquiring about product features, shipping rates, or something of that nature, you have a great chance to give them their answer and also build a positive relationship with that person. Like the case study above proves, service should never be "rushed, ignored, and poorly diagnosed."
Fields like behaioral psychology (isn't it spelled 'behavioural' ?), behavioural economics, neuroeconomics, etc, will increasingly dictate how businesses market to consumers. FMRI machines cost less and schools / companies can now do their own research on non-medical things.