Six Pillars of Customer Experience
We live in a world where pizza delivery gets to your home faster than the police. No offense intended members of law enforcement. Rather, kudos to all those technologists out there that have enabled the consumer to consume their company’s product via a myriad of channels. Just the other day, I had to scramble to get a gift for a high school senior for his birthday. In a matter of moments I found a restaurant near the campus of the university he’ll attend in the fall, and was chatting on-line with someone at that restaurant about getting a gift card out to me ASAP because his party was in 3 days. This wasn’t some mega-chain restaurant, but rather a single location, local business. So, if you work for a company that doesn’t have an omni-channel contact center presence – get moving…quickly, because if Fatback’s Smokin’ Racks in Quincy, IL has web chat, and you don’t…well, you can draw your own conclusions.
