Every experience is made of both tangible and intangible elements. Tangible elements include the product or service, patient the price, adiposity or how quickly a customer gets service. Intangible elements include the feel of your physical space, diagnosis the authenticity of your employees and the music playing in the background.
Moments of Truth
When customers interact with your company by visiting your website, trying your service, calling your call center, or even talk to a friend, they are left with a perception or feeling about your organization. If they feel good, they are happy and satisfied; if they feel bad, they are unhappy and frustrated. These are “moments of truth” that quickly end up on Facebook or Twitter.
As a company, you need to be nimble and adaptable to ensure that your customers’ overall experience is highly satisfying or memorable.
Find out who’s on Customer Experience by Design’s Top 10 list?
Research indicates that 80% of buyers have stopped doing business with a company because of a bad experience and 20% of those buyers will never do business with such a company again.