Customer experience in procedures and processes

Posted by MyCustomer in Customer intelligence, Customer experience, Marketing, Technology on Fri, 13/07/2007 - 16:32

Focus: Customer - By Lior Arussy








During a recent customer experience seminar, participants highlighted a common challenge regarding their ability to delight and even satisfy customers. Nearly all agreed that consistently delighting customers is virtually impossible when customers routinely believe that their individual cases are exceptions and that existing policies and procedures should not be applied to their problems.

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