The data is in and customer experience leads to all sorts of favorable outcomes.
Companies that deliver superior experiences have been found to have better employee engagement, better retention, better profitability, and even higher stock market valuations than their competitors.
If we’re talking about customer service specifically, as opposed to customer experience, it is important because it is one of the most important and crucial aspects of customer experience.
When we look at an experience and look at touch points, the areas where we provide customer service are often the most impactful, the most emotionally resonant, and the most determinative of whether an experience will be successful or not.
Customer service is not just important; it is crucial to anyone who wants to, as we say, win with experience.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.