Gartner- Customer experience
Great customer service is about exceeding expectations. If you know who your customers are, understand their specific needs and design your service organisation around them, you can build a market leading experience, improving retention and referrals.Every touchpoint is an opportunity to improve your reputation. In some scenarios, contact should be slick, digitalised and hassle free. Elsewhere, a personalised or proactive approach can really wow customers.
This article produced by Gartner analysts provides an overview of customer experience: ‘Use Customer Experience Quick Wins as Momentum for High Impact Programs’, Michael Chiu, 16 January 2019.