2 truths and 1 lie: Customer experience

Customer experience: Is it a buzzword or something more meaningful?

People have been talking about customer service since Achilles complained about waiting in line for coffee in the Iliad. So, is customer experience just the latest spin on this age-old topic?

And, somewhat related, are the Browns really going to win the Super Bowl this year?

More than words

While I can’t answer that last question (no), I can tell you that customer experience is more than just a current phrase you should drop when talking amongst your peers. It’s also more than just customer service.

Customer experience is the evolution of customer service. Your customers know you have a plethora of in-depth information about them, so they expect you to deliver – now. And they want a tailored experience.

If they don’t get it, they’ll tell the entire world in less than a minute.

It’s such an important topic, it necessitates a quiz. Do you know which statement below is a lie, and why?

Be the first to answer correctly, and you’ll be (kind of) famous!

Choose wisely

Which statement is false, and why?

  1. A whopping 86 percent of customers are willing to pay more for a better customer experience
  2. Customer experience will overtake price and product as the key brand differentiator in 2020, according to experts
  3. A monstrous 89 percent of shoppers stopped buying from online stores after they experienced poor service, according to RightNow

I hope taking this quiz was a pleasant … experience. (Boom.)

All ‘jokes’ aside, clearly, evolving your customer service to customer experience is a direct line to success. And using content services to deliver the right information to the right people at the right time helps you provide the great experience customers are looking for.

Good luck!

Scoop Skupien

Scoop Skupien

Scoop Skupien is a former radio station mascot. A rabbit, if you really want to know. These days, he's a content marketing manager at Hyland, as well as the editor of this blog. The author of three books, he’s been writing about tech at Hyland for more than a decade. His industry certifications include CDIA, ecmp, and an MBA.

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