Customer experience is just a fancy term for customer service. Companies engage with customers, at all levels, whether at the front desk or via support emails. If the company culture allows it, feedback received is welcomed and used to solve problems and improve service. Yet, for some, feedback is received with contempt and disregarded before it can be shared with others.
For the companies where culture encourages feedback, you can see it. It’s Zappos, where customer service professional are empowered to solve customer issues as they deem appropriate. It’s Enterprise Rent-A-Car, whose new commercials emphasize that employees can solve customer problems without having to call a manager to authorize solutions. It’s Domino’s Pizza, where every pizza box is a feedback form.
via TheDrum.co.uk
