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How clients interact with a brand has changed significantly. Now the customer experience extends far beyond customer service, and so it should....
If you didn’t know better you could be forgiven for thinking that the line was for an über cool nightclub. World class underground House music is pumping from the speakers and there is a doorman looking after the crowd outside. Unlike a nightclub doorman though, he is offering free gelato taste tests to help ease the decision making process once inside.
Even if you can’t make it to Surry Hills or Darlinghurst on a chilli winters night, the customer experience extends across the globe via their popular Facebook page. Messina’s Facebook audience enjoys (amongst other things) a personalized level of social media customer service that makes them feel like they are part of the brand. I guess you get the idea. Messina is nailing their customer experience.Forrester Research’s study ‘The State Of Customer Experience Management‘ suggests that over 90 percent of companies rate customer experience as a top priority moving ahead.
So what separates customer experience from customer service and what can your business do to improve your customer experience?...
Here's a great case study and how one gelato maker takes customer experience to a business building high.