Define a Valuable Experience for Your Customers

Approximately nine years ago, when Colin Shaw was an elder vice-president of experiment of customer to one of the largest total companies of telecommunications in the world, he was called in the office of the President. He made charge new for me.

Little He knew which charges was to change me the life! Because He sat down says it “Colin, I would like you to improve our customer experience, but do this at least cost. ” After a short discussion, he walked out of the room and went again to my office contemplates his request.

“To improve” something implies that you know where you are today and where you want to be tomorrow. While he sat down there, he put myself a very simple question: “What is the experiment of customer that we try to provide? ”

With his astonishment, He did not know the answer! He ran more than 3.500 agents of service to the customers around the sphere, but he could not answer this simple question. He was embarrassed! His team did not know, either. We then went around asking for other departments, and nobody knew. Each one had a sight, but all seen were different.

Colin Lnks

The best way to define customer experiences is alignment, to get information value about customer thinking.

Updated in March 18th, 2007 | Posted in CRM Best Practice |

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