Customer Service Tip: Fall in love with your customer’s pain points—not with your solutions

By: Michael Hinshaw (submitted by Carmen Gass)

It’s human nature to fall in love with your solutions. It’s also a common pitfall for business leaders, entrepreneurs, and those responsible for improving customer experiences.

Don’t. Because the implications of this mindset are significant. Remember New Coke? Qwikster, from Netflix? And what about Barnes and Noble’s Nook? In each case, well-intentioned leaders made a bet on a solution to a problem they didn’t fully understand. Read more here.