Successful Customer Experience in 4 Parts
Four Components of the Successful Customer Experience
It’s about more than fulfilling a transaction.
by Randy Saunders
Wednesday, November 01, 2006
Most contact center leaders are battle-tested enough to know that each and every customer interaction is a test of the service organization as a whole. But not everyone realizes that each and every customer touch is a test of the entire brand and its promise to that customer.
When your brand goes on trial, you must deliver the kind of experience that transcends the ordinary and the everyday, and reaffirms the company’s entire brand premise. In the contact center, the front line of so many businesses, revenue is made and lost every day not on price or performance, but by the quality of the customer experience.
“Managing the customer experience is a complex undertaking that requires strategic choices to be made, new competencies to be developed, and management’s will to execute,” says Shaun Smith, customer experience expert of Shaun Smith + Co.