How do you deliver customer experience?
Despite its name, traditional customer service is company-focused rather than customer-focused. Over the course of history, customer service has often been viewed as a necessary cost of doing business with little regard for how long a customer had to wait on the phone for assistance (while listening to an endless loop of recorded messages or mind-numbingly bad elevator music) than how much each interaction cost the firm.
Progressive companies embrace customer experience over customer service. They want each customer’s interaction with their organization to be a positive one that keeps them coming back for more and sharing their delight with friends and family.
Here are five ways your company can transition from customer service and deliver customer experience: