Skip to content

April 28, 2013

What Service Customers Really Want

by keerliu

In the early class we talked about what CEM is, why and how CEM gradually took place of CRM. Yes, we all know that customers’ experience is important. The question is, how to give customers satisfying experience?

 

A research shows that in terms of good experience, they care most about two things: Is the frontline employee knowledgeable? And is the problem resolved on the first call? It means that if the company is trying to give its customers good experience, it should first pay attention to above two questions.

 

This is a 2009 article, and something in it may not be true now. However, we can use the method in this article when we are trying to improve customers’ experience. In other words, before you offer service, you should first find out what customers need most, what can make customers’ experience better. If you don’t listen to your customers, even if you are offering good service, it won’t have a significantly positive effect on customers’ experience because they just don’t buy it.

 

http://hbr.org/2009/09/what-service-customers-really-want/ar/1

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Note: HTML is allowed. Your email address will never be published.

Subscribe to comments

Market Insights in Morocco & Ghana

A Global Commerce Immersion

Customer Analytics & Brand Strategy

Creativity is thinking up new things. Innovation is doing new things--Theodore Levitt

%d bloggers like this: