 | In September 2013, Harvard Business Review published a detailed article titled “The Truth About Customer Experience”. In this article, they described a situation where a contact center was engaged in on-boarding a new pay-TV customer. Their business was stagnating, competitors were luring customers away and the TV Company could not figure out why. The company followed all the best practices and measured customer satisfaction after each interaction. They found out that individual interactions with the contact center invariably received satisfactory grades. The problem lay in an area few companies looked at - the cumulative effect of interaction the customer has with a contact center. Progressive businesses have to understand the customer journey and design their services to take the customer from a confused state to being a delighted customer who will recommend their service to friends. Request Free! |
