Customer Service = Reactive

Customer Experience = Proactive

When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.

Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.

You’re hiring fast. You’re growing with your customer base. And some customers are starting to notice some changes. These customers rarely tell you directly until it’s a problem.

In Step 1 I covered how identifying the parts of exploration were vital. Now, let’s talk about what you do once you’ve determined what you’re examining.

“As the economy rebounds, companies need to invest in their customer experience or risk falling behind in meeting customers’ ever-changing expectations. Their budgets should balance projects that fix problems with the current experience and those that seek to innovate experiences above and beyond customers’ current expectations.” ~ from the Executive Summary of the Forrester report: [...]

Sure, information is great, but if you’re tracking the wrong things it’s the garbage in-garbage out model that leads to poor experiences, frustrated customers, and negative word-of-mouth.