Concepts
Definition of Customer Satisfaction
Everyone talks about customer satisfaction and some see it as the “holy grail” of a customer-centric business. But what is it really? Is there a simple basic definition? On Wikipedia, customer satisfaction is defined as “Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation.” [...]
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 Experience – Outcome or Business Function?
There are still questions about defining the term “Customer Experience” following my last post on the subject (What is Customer Experience?) The first issue that I’d like to touch on is the difference between the customer experience which is an outcome and customer experience management which may sometimes be a business function. Following Bruce Temkin‘s [...]
Building Trust to Deliver Customer Service
I recently posted about Respect but there’s another important concept; it’s Trust. People don’t trust companies; they trust other people. A great way of building that trust is through your customer service. Like respect, trust must be earned. However, it is much more fickle. Even if you gain trust over years of effort, one single [...]
Respect for and by Customer Service
I recently tweeted: The customer isn’t always right but always deserves respect; like everyone else. It seemed to resonate since I received a number of ReTweets. But how many of us actually see it applied? Respect for Customers We all want our front-line employees to respect our customers; but respect must be earned. Your customers [...]
