He is a quote from Author Shep Hyken that expresses really well our definition of a great customer experience as a blend of an organisation’s physical performance and how a customer feels about the performance.
How are your customers feeling about your customer experience? Remember they are the only ones qualified to measure it.
A company that delivers a great customer experience won’t survive if the product or service the company sells doesn’t work or do what it’s supposed to do. There are certain expectations that the customer has. It’s the combination of the two, a great product and an amazing customer service experience, that can propel a company to the top of their industry.
Shep Hyken – Author