Customer Experience: The Difference Between Failure and Success

November 17
CRMXchange Webinar to Explore the Difference between Customer Experience Failure and

The difference between delivering a customer experience failure or success can be razor thin.

A colleague with a technology company that differentiated their commodity services with a brand promise of superior customer support. The brand promise was difficult to prove until a customer had a problem—the company invested heavily to proactively prevent problems.

When a customer contacted their company the first time for support, it was a critical “moment of truth.”

  • Would this first interaction prove or disprove their brand promise?
  • Would this first interaction result in positive or negative emotions?
  • Would this first interaction increase or decrease customer loyalty?

I placed the word “failure” before “success” in this blog’s title to emphasize the emotional impact of every “moment of truth.” The negative emotions from a single customer interaction can destroy years of successful customer experiences.

Learn More from a Verint Customer Experience Expert

Join Verint and CRMXchange on November 17, 1 – 2 p.m. ET, to learn what CRMXchange readers say makes the difference between good and bad customer experiences. Verint’s Brian Koma, Vice President of Research, Enterprise Feedback Management Practice Leader, will share insights you can apply at your organization.

The post Customer Experience: The Difference Between Failure and Success appeared first on Customer Experience Management Blog.


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