Mainstream Customers: Customers whose sensibilities and sensitivities are similar to the bulk of your customer base. Hypersensitive Customers: Some complaints you receive will come from customers who are hypersensitive across the entire range of touchpoints in the customer experience. (I fall into this category myself, but as a professional customer service consultant, service designer, and mystery shopper, I’ve turned this burden into a professional advantage. The tricky thing is that sometimes the input from a single hypersensitive customer who complains will represent more customer impressions than you’d think, for two reasons. Micah Solomon is a customer service expert, consultant, customer service speaker, thought leader, trainer, customer experience consultant, and bestselling author.

Source: Forbes March 16, 2017 21:42 UTC