The Customer Experience
In September I wrote an article titled Has Customer Service for All Our Great Technology Caught Up With the Technology https://www.linkedin.com/pulse/has-customer-service-all-our-great-technology-caught-up-marc-petock?trk=mp-reader-card.
The focus of the article was about how technology has advanced to make our business and personal lives easier, however, the customer experience and customer service supporting all the great technology we have at our disposal has not kept paced.
The other day I came across an excellent article written by Jay Wilson, Research Director, and Social Marketing at Gartner. Entitled The Customer Experience Expectation Gap, https://www.linkedin.com/pulse/customer-experience-expectation-gap-jay-wilson Jay shares his recent experience with a credit card company and the customer experience he encountered.
When it comes to customer service, approach it as an experience not just “service”. Customer service is critical for delivering the experience. Customer experience is a result of business thinking not only a customer service responsibility. A good customer experience comes from good business strategy, excellent execution and rightful processes.