CHAPTER 80
What Really Makes a Hero-Class Customer Experience?
We’ve come a long way together so far, and I hope you’ve learned a lot that will help you succeed in a customer-facing role. In this last part, I want to help pull all the pieces together for you and look at what it really takes to be your customer’s hero.
The question this chapter asks is simple: What really makes a Hero-Class customer experience? The answer, as you might suspect, is much more complicated. For those who work at the strategic level of customer experience, what makes customers loyal is an age-old debate. Industry websites, specific research methodologies, and entire books are dedicated to promoting this theory or that, or to explaining which theories work in what contexts. ...
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