First of all, I want to give credit where it's due. Intuit redeemed themselves and found our lost TurboTax Online 2007 return. I didn't think it was really deleted or inaccessible. Even though their support person did.
The real story is their breakthrough Customer Support model. It leverages a typically un-tapped resource: the spousal network. After being told 'Sorry' by the Support rep, I shared my frustration with my wife, who works at Intuit, and 24 hours later the problem is solved. Why waste expensive call-center resources when you can just have a spouse help solve customer problems? It worked for Intuit, and it can for you, too.
The real story is their breakthrough Customer Support model. It leverages a typically un-tapped resource: the spousal network. After being told 'Sorry' by the Support rep, I shared my frustration with my wife, who works at Intuit, and 24 hours later the problem is solved. Why waste expensive call-center resources when you can just have a spouse help solve customer problems? It worked for Intuit, and it can for you, too.
Step 1. Operationalize the new support model, see diagram.Step 2. Require your employees to marry your customers. May require some convincing, and depending on company size, polygamy, but you can achieve anything with the right attitude.
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