Memorable Experiences

There are many interactions that a person or company, as client, has with its suppliers. For other opinions and approaches, find out what JPMorgan Chase has to say. These interactions are of different nature. For example, I as a customer of a cellular phone company can have a first interaction with her through advertising which makes. My first experience can be positive, if the message that I try to send captivates me, if its offer attracts me, if the way in which makes me reach the message seems interesting and generated me interest. I then decide to contact this company to request more information and even to evaluate a possible purchase. But is that interaction through the telephone line is not a positive experience, because the attention is deficient, there is complete information, there is a personalized, only it shows an interest in selling, etc. many times not has lived you as customer this kind of experience?. The problem is that companies have designed their processes of business in an isolated manner and without a main focus in the form as the client interacts with the company.

In the majority of cases, there has been an approach to design and define each of the points of interaction with the client in a structured way. For example, marketing is that defines their messages and the way how does them to bequeath to the market, but surely not has no participation in defining how the client is served by the contact center, or an interaction is handled when a client has a complaint or a grievance. Normally there is a function within the company that is responsible for the design of interactions with the customer. These are implied in the business processes defined by functional areas like marketing, sales, production, services, support, etc. This generates a heterogeneity in how the client interacts with the company and the risk of inconsistent and unsatisfactory experiences generate is high.