Exceptional Service: Customer experience, self-service and the human interaction

Type: White Paper

Customer experience and customer strategy management have become the hottest topics on corporate agendas over the last few years. Recognizing that the customer experience is one of the primary drivers for top and bottom line growth has led companies to enlist a growing number of internal and external professionals to help them improve their customer experiences. Moreover, companies recognize that customers are increasingly becoming more discerning and demanding in their choice of vendors. If they want to be the customer’s vendor of choice, they need to deliver even better experiences if they are to thrive or even survive.

Despite the importance the customer experience has on many corporate agendas, the state of customer experiences in many, if not most, organizations remains poor. For all the talk about customer focus and concern for customers, many companies do not demonstrate real caring for those people who actually keep them in business. Many seem intent on delivering less value (owing mainly to cost pressures) while their customers increasingly demand more value, personalization and overall concern for their total satisfaction.