Archive for December, 2006

For a positive Customer Experience, uncertainty is the enemy

December 21, 2006

What is the worst feeling in the world for a customer following a service interaction?


For the customer, not getting exactly what they want from the interaction stinks…but it’s not the end of the world. As the Stones taught us years ago, “you can’t always get what you want.” A far worse outcome? Ending an interaction with a palpable feeling of uncertainty. These are the last thoughts that you want running through a customer’s head after a service interaction: (more…)