Michael Wittenstein Explains How Customer Service Can Make Waiting Meaningful to Customers

On 08.06.10, In Business, by Bill Frank

Michael Wittenstein, author of The Art of Waiting

Mike Wittenstein, author of The Art of Waiting, reminds retailers that customers now have the power to Tweet bad things when they are disgruntled. Accountability has reached the digital age.

Most businesses are focused on selling while most customers are focused on buying. There is a fundamental disconnect between the two parties. Mike sees businesses of the future designed to serve customers first so that greater profits flow from better service.

Mike also discussed the art and science of waiting—from Disney to Apple to Rain Forest Café. Mike explained waiting can serve different purposes. Regardless of the purpose, however, businesses need to rethink waiting.

Listen to the entire interview below:

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Bill Frank

I'm the host of The Bill Frank Radio Show. interview thought leaders in business, entertainment, sports, politics, technology and local California issues. The program broadcasts at 11 o'clock am to 1 o'clock pm Pacific time every Sunday on KVTA AM 1520 or on the Internet at BrainStorminOnline.com. While the show is broadcast locally in Ventura County, CA, the guests have national—and international—appeal. I have listeners from all 50 states and the District of Columbia in the United States and over 125 countries. Listeners and guests agree. My interviews are thoughtful, insightful and fun.

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