"There 's got to be more to life than fighting for fishheads." Jonathan Livingston Seagull
Friday, January 18, 2013
Icing on the Cake is fine but not at the cost of Cake
Customer Experience is not just about DELIGHT.
Reduction in complaints is also better customer experience.
Delighting while failing in the basics will not work. Customer wants solution to the problem quickly and in simplest possible way. Making it extremely simple and quicker is also great customer experience.
Need, ease and delight is the order companies must follow to travel experience journey.
Icing on the Cake is fine but not at the cost of Cake.