And customer service experience...
Being efficient is important and something I believe most all of us strive for everyday in our customer interactions. But while we are trying to be efficient we can often overlook an important factor - creating positive customer experiences. Efficiency and customer experience should go hand-in-hand, but it is much easier to be efficient than to measure customer experience.
"...the audience to list some of their best customer service experiences and how far back they date. Several admissions dated back six to eight years. Memory builds loyalty and loyalty allows for increased profit and premium costs."
I read an article published by CRM Magazine that I enjoyed and reminded me why creating a positive customer experience is just as important as being efficient. The article is a quick read - "Customer Emotion Management?". Enjoy!
-Brianna