Companies are recognizing the importance of delivering an experience that makes them stand out from their competition, writes Shep Hyken. There’s a lot riding on delivering a positive customer experience, he says.
The company may define its brand promise, but it is the customer who decides whether or not the company delivered on its promise.
Source: Forbes, July 15, 2018. Link. Technically, it seems like creating a powerful and memorable customer experience is more complicated than ever. But, on the surface, customers want the same things they’ve always wanted, and that is to be taken care of.
They only care that they can connect with you, the way they want to connect with you, and when they want to connect with you.
INSIGHTS: Consider this article for a team meeting. Practice owners should ask reps who call on them about what they observe when visiting the practice.
To the customer, it’s all one big team.