Hell, that's the whole idea of this book. There are ways to engage customers successfully around their self-interest without bankrupting yourselves. They care about the interactions they have with you, whether they get the kind of outcomes they are looking for from you, as well as the value they want from those outcomes and from their overall experience. Yet, you are likely going to have to, because even though you have significant number of customers - thousands, millions - each doesn't care that you are constrained, nor do they care about each of the other customers you have. But if your business scales, you will reach the point that you can't tailor an individual offer to a single customer without significant cost. As a business you are living in an era where personalization of an individual's experience overall and interactions in specific are part of what you need to offer.
I'm hoping that the term is meaningful because customer engagement and personalization of responses by businesses to their customers is now meaningful, rather than if you say the time is 12 o'clock constantly - you're right twice a day. It's not that obvious, but it is something that I've been throwing out there for more than a decade. Thomas Wieberneit takes on customer experience management and the differences between delighting the customer all the time (not) and making sure things work for that customer (yes). Beyond the wow factor: Why customer experience management is not about exceeding expectations
0 kommentar(er)
