Enhanced Definition of Customer Experience
Now that I’ve defined what the customer experience isn’t, let’s take a look at what it is and should be. In my post “What is Customer Experience” I started with a general definition from Wikipedia. It says that the customer experience is “the sum of all experiences a customer has with a supplier of goods [...]
Customer Service Communications – The Rules of Response
It’s actually really easy and can be summed up in two words: Be Responsive. Focus – Your current customer interaction is the only one that matters. Don’t multitask. Give your customer your undivided attention; it shows that you consider him/her important. Answer the phone, now! – Unless you’re already in a live customer interaction, do [...]
Use the WHIP…
So, you’re in a new environment and need (or want) to find out if the organisation is driven to customer excellence (or anything else for that matter). How do you go about it? First, remember that they are all customers to each other. You don’t need to analyse the customer interactions immediately or directly. You [...]
