It occurs to me that practical experience can be and often is the best guide to showing the value of theoretical constructs. And practical experience can also act as great tool for making sense of and distinguishing between theoretical constructs like service, customer service, and customer experience.
I take care of my personal banking needs through Santander. And I find myself to be a happy customer. Why? Because it is easy to get my banking jobs done. Specifically, it is easy for me to get these banking jobs done online. It is easy/quick for me to log in, see my accounts, view my transactions, move money around accounts, set-up payments, make payments…… Which is why I cannot remember the last time that I rang Santander’s Customer Services team. And it is also why I rarely visit/use the Santander branch network.
By getting the online banking customer experience right…
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