In this episode of "The Marketing Misfits," Norm and Kevin dive into the topic of customer service. They emphasize that outstanding customer service goes beyond merely resolving issues; it’s about surprising and delighting customers. Through personal anecdotes about their experiences with different companies, they illustrate how exceeding expectations fosters brand loyalty and encourages positive word-of-mouth. The discussion also addresses the challenges posed by shrinkflation and the growing tolerance for mediocre service in today’s convenience-focused market. Ultimately, they stress the critical need to prioritize customer satisfaction for sustainable business success.
