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  • Customer Experience Determines Success

    Posted: Wednesday, October 17, 2012

    by PhonePRO

“Customer experience” is the newest buzzword in corporate research lately, and it refers to the way in which your client is shepherded through any interaction with your company, whether in person, online, or on the phone. And according to corporate consultant Harley Manning, this process is perhaps the most important algorithm of your business. Based on results from a study he conducted with his fellow researcher Kerry Bodine, they found a strong correlation between positive company/customer interactions and the likelihood the customer would not only return for another purchase, but recommend your company to another consumer. More than product performance, more than fast shipping, efficient or effective service delivery-the quality of a customer experience determines success.

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