http://www.makeorbreakmoments.com/2009/10/30/customer-service-a-thing-of-the-past/ Building Customer Relationships One Moment at a Time Wed, 17 Aug 2011 02:26:08 -0600 http://wordpress.org/?v=2.8.5 hourly 1 http://www.makeorbreakmoments.com/2009/10/30/customer-service-a-thing-of-the-past/comment-page-1/#comment-1179 Heidi Tharp Thu, 23 Jun 2011 15:42:54 +0000 http://www.makeorbreakmoments.com/?p=857#comment-1179 DiJulius' books are fantastic, as there are a lot of lessons to be learned from his research. “Customer experience” happens one person at a time. Each touch point is one more opportunity to get it right or to make a mistake. The "experience" is also a direct reflection of the culture of a company/organization/individual with whom the customer does business. Getting the “experience” right is like feeding any other animal; you are never done. It requires daily effort and maintenance! DiJulius’ books are fantastic, as there are a lot of lessons to be learned from his research.
“Customer experience” happens one person at a time. Each touch point is one more opportunity to get it right or to make a mistake. The “experience” is also a direct reflection of the culture of a company/organization/individual with whom the customer does business. Getting the “experience” right is like feeding any other animal; you are never done. It requires daily effort and maintenance!

]]>