A talk trigger should be offered to every customer, every time. The impact of that differentiator is far greater in total, because it is achievable by us all. We can personally experience it. It is a story in which we (or someone we know) are a major character. Jake Sorofman, a vice president at the analyst firm Gartner, noted: “[I]n the game of customer experience . . . consistency will always trump delight.”
