The main experiences the customers evangelize are the awful and the exceptional. The sad truth is that being good is often not good enough. Magician reveals the grandest illusion surrounding customer service Pointing to the example of Prego opening up the spaghetti sauce to a new palette, Malcolm Gladwell emphasizes keenly that success lies in catering to the individual, which, of course, tends to have universal application. Success can be found in anticipating consumer taste and catering to it without them even asking for it. The customer is always right, yes? Well, what if the customer doesn’t know what he or she wants? Sometimes, asking isn’t enough. By transforming a simple exchange of goods and services into a carefully planned interaction, leaving nothing to chance, companies create a space that customers will want to visit again and again. Polishing every touchpoint between company and customer is key. The tides of industry are changing and a new factor in doing business is gaining ever more prominence as companies realize that the only thing better than a satisfied customer is one that’s loyal too. Good customer service versus customer experience In creating a customer experience, it’s the customer’s opinion that outweighs that of the experience creator. However, re-examining areas where previously no fault was thought to be found is a useful exercise in identifying areas for improvement. One of the most common mistakes made on both a company and individual level is the assumption of being right, the default for many of us. Accommodating both Elaine and Jerry customers can be a challenge, but when you couple a great product with great customer service, you’ll have a base for success to build on for years to come. He may not be dishing out soup the way he used to, but his bite-sized portions of customer experience wisdom are as potent as ever. Lessons from TV’s most notorious customer experience Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience.ĭiscover how to humanize the digital experience.Īre looking for the latest thought leadership videos from customer experience leaders like Bruce Temkin and Jay Baer? Check out the latest season of Qualtrics Master Sessions airing June 26th. Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |