Companies all over the world are scrambling to try to improve their “customer experience.” Executives appoint Customer Experience Managers, they share their findings at customer experience...
|Scooped by Eric_Determined / Eric Silverstein|
But as you read the comments at the end of the article, you start to understand the misconception of the true role and focus of a customer centric business.
Joanne Filancia, who just finished her master’s degree in International Business Communications from Copenhagen Business School puts it best:
"It's about offering a seamless experience!
This can only be achieved if the organization consistently meets the customer at eye level, provides experiences that are coherent with the product or brand, in a pleasant environment and with the assistance of polite and knowledgeable personnel who understand the level of engagement the customer requires. Furthermore, organizations that actively work to improve their customer experiences are those that have moved away from the idea that they are doing customers a favor by providing goods and services, to appreciating the fact that it is the customer who is providing them with the resources to stay in business. Enhancing customer experiences is simply a way of demonstrating respect for the customer and appreciation for their patronage, and with today’s demanding and discriminating consumers, businesses cannot afford to ignore the way they provide and manage them."
It's about recognizing the engagement level your customer would expect , and that without your customer's business you would have NO business!
I value the level of engagement this article created, share your thoughts, especially after reading some of the additional comments.