Customer Experience is where Product and Service interact in the mind of the customer to deliver a unique experience, either from the competition or from yourself. Yes, if you do not deliver a consistent delivery of product and service every time, you are setting yourself up to create a variety of experiences, both good and bad, that posture you to lose customers.
The key for any Customer Experience leader within an organization is to break down the product and the service and determine where the failure points are occurring. More often than not, it is when product and service are not aligned with the needs of the customer. Furthermore, it starts when product and service are not aligned with each other as well as process, policy, and people.
We will break down each of these components and identify solutions to making each work effectively with other parts of the organization.
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