Serving the Everything Customer

Crucially, the customer experience needs to be memorable to differentiate it from every other experience out there – and inevitably as humans, we remember how experiences make us feel. Irritating and frustrating is an experience that will stick in customers’ memories. Much, much better is to be memorable for delivering a satisfying and pleasurable experience. It might not guarantee the enduring loyalty of the Everything Customer – for them, loyalty has a shelf-life of zero – but an organization’s brand is the total of all the experiences it delivers, which means that feel-good experiences are experiences that matter. Full article: https://www.avaya.com/blogs/archives/2020/08/serving-the-everything-customer/
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