We often talk about great customer experience as a means to unlock revenue: You retain customers, realize more of their lifetime value, and mobilize an army of word-of-mouth marketers. There’s another benefit to it that is equally valuable, though; and it’s one that’s not as often talked about.
This is: dramatically cutting the cost to serve your customers.
Think about how much an unhappy customer (before they churn) costs you. They call your help lines. They file support....