The Fleet Customer Experience Revolution
By Jeofrey Bean
Knowing which companies are setting experience expectations is more important than ever. It goes beyond customer satisfaction and onto innovating the next generation customer experience.
Whether on the job, at home or relaxing on vacation, your present and future customers are having experiences that impact their expectations of you and your business. According to J.D. Power and Associates Chief Research Officer Gina Pingitore, “When you have a company that sets the new bar on expectations, it sets the bar for every company.” For example, “Amazon fundamentally changed the way that people interact and expect to interact with all online providers.”
You are not in competition with Amazon, yet part of your business is online. Why should you care about the Amazon customer experience? Because when people have experiences, they do not sort and compare them in neatly organized industry, product or service categories. They will compare their online experience with your company to their experience with Amazon.
This is true for the entire customer experience continuum. People compare the interactions they have with your messages / promises, people, processes, products and services to those interactions they have already experienced. And chances are very good that you are being compared to the extremes, the worst and the very best experiences.
READ MORE to learn how many experienced leaders build a detailed and meaningful understanding of customers from a day-in-the-life perspective.