CHAPTER 1Customer Experience in the “New Normal”
80 percent of companies say getting closer to customers and providing them with a differentiated experience is a top strategic objective. Their average rating of the customer experience they provide, however, is just 3.6 on a scale of 1 to 5.
—BLOOMBERG BUSINESSWEEKRESEARCH SERVICES SURVEY, 2010
EVERYONE HAS A CUSTOMER EXPERIENCE horror story. The cable company technician who never shows up. The parts supplier that you have to call repeatedly for an update on a spare part order. The support person who cannot help you with your billing question, even after you have waited on hold for an hour. The building materials supplier whose late delivery costs you thousands of dollars in lost labor and causes ...
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