This article is 3rd in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Dynamic – Customer experience evolves with the customers’ context — the purpose and circumstances of their need, and overall experience reference points.
What happens when you fall in love with your customers? Aside from the typical starry-eyed craze, someone who is wildly in love has insatiable curiosity and uncanny adaptability. For an organization, this means customer-centric listening and customer-focused decisions, which result in winning customers’ hearts and budgets. Greater sincerity in love more likely leads to longer-lasting happiness, i.e. self-sustaining business results.
Insatiable Curiosity: Customer-Centric Listening
- More vivid than traditional surveys:
The last time you asked a new friend what they thought of something you did, you probably were intent on Continue reading