The Internet and social media have made it much easier for people to vent about bad service to a potentially large audience. If you make a customer unhappy these days you can count on their other 5,000-some friends hearing about it, too.
Government should deliver consistent customer experience Call Centre Helper And because reporting is also done in silos, it makes it difficult for management to get insight into the overall customer experience, understand issues, and have the...
Judith Jassogne's insight:
"Must deliver"... simply because users are waiting for this kind of services...
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"The days when you can control your brand through your website are long gone. Customers are getting information about your brand and products through a number of different channels and if you aren't listening and engaging these channels, you won’t only miss new business opportunities, but will quickly see the competition pass you by."
"While some form of social in any enterprise setting is now commonplace, just because you add a social feature to your application doesn't mean that you have transformed into a social business and are succeeding in using social to improve the customer experience."
"Doing social for social sake won’t get you anywhere. Organizations must move beyond a social checklist and truly understand how to connect, collaborate and improve customer experiences and then act." By John Newton, (@johnnewton)
Service Design Network is an international network of organisations & businesses working in and developing the Service Design domain (Anatomy of an Experience Map: How Experience Maps Can Be Used in Service Design
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