Customer Experience: More Than the Latest Buzz Words
A while back one of my friends in the industry, Rob Hilsen of Genesys, send me a link to a terrific blog post by Bruce Temkin, a vice president and principal analyst at Forrester Research whose focus—or should I say, mission?—is customer experience. Temkin’s “quest” is to evangelize the benefits of delivering a compelling customer experience.
His opinion is that a great customer experience is free. Unfortunately, however, that doesn’t mean it’s easy. So Temkin offers seven areas to consider, including such requirements as process and culture changes—and my personal favorite: everybody owns it. No passing the buck, no thinking, “well, I don’t talk to the customer, so my job has no impact on their experience”; instead, everyone in an organization pitching in to create an experience that builds loyalty, incremental business, word of mouth, and all the great stuff that goes along with these things, like increased profitability.
What do you think? Is a great customer experience really free?
