Your ability to be there and deliver experience reliability gives your customers a story to tell in social media. Make the moments of truth a positive story that your customers can tell others.
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Taking the Reliable Experience to Differentiation – When you have established a reliable experience, you’ll find it more natural to create cross-company teams for rebuilding aspects of the experience Why the Moments of Truth Are Alive and Well – Identify the opportunities that exist to give your customers a reliable experience. United (Cross-Silo) Experience Reliability and Accountability – Reliability in your experience is managing the key touch points with shared accountability across the silos.
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