Search for “Sofa with foot-rest” on a furniture retailer’s website. Get asked: Were you looking for sofa with forest? Isn’t it a delightful experience – for masochists.
Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is the experience chain, or how the experience of in-house or partner sales and service agents (including outsourcers) affects the end-customer experience. Instead of taking a “whole-chain” approach to improving experiences, they fixate on and fix parts of the chain, only to fail or realize limited success from their experience initiatives….
Did you know that your best contact center based sales and customer service agents, and the knowledge they possess, can be “cloned” to maximize performance?