Discover Customer expectations Design Compelling interaction strategies Deliver The experience your brand promises CUSTOMER INTERACTION MANAGEMENT SPECIALISTS The Art of Customer Experience G. Shankaran Nair Chief Strategy Officer Servion Global Solutions And Why It Is Not Working As It Should In Practice
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Discover Customer
expectations
Design Compelling
interaction strategies
Deliver The experience
your brand promises
CUSTOMER INTERACTION MANAGEMENT SPECIALISTS
The Art of Customer Experience
G. Shankaran Nair
Chief Strategy Officer
Servion Global Solutions
And Why It Is Not Working As It Should In Practice
Customer experience is comprise of the cognitive, emotional, physical, sensorial, and social elements that mark the customer’s direct or indirect interaction(s) with (an)other market actor(s).
Source: De Keyser et al. (2015); see also Verhoef et al. (2009)