Have you ever seen the movie “Superman”?
For me there is one very specific quote that is directly linked to customer experience:
Jor-El (Superman’s dad):
“The people of Earth are different from us. They won't necessarily make the same mistakes we did, but if you guide them, Kal, if you give them hope, that's what this symbol means. The symbol of the House of El means hope. Embodied within that hope is the fundamental belief in the potential of every person to be a force for good. That's what you can bring them.”
I know, we are not superheroes, but I do believe that people are good in essence.
So here is my core belief: great customer experience starts with simply being good and nice to each other. For me, that’s the core of customer experience – it’s about people really wanting to help other people. However, “want” is sometimes not enough. In real life, you also need technology….
Going back to Superman, it is a sci-fi movie.
Today, the latest developments in modern technology such as interaction analytics in real time; real-time authentication, which is based on voice biometrics; the customer journey, and state-of-the-art Voice of the Customer technologies seem to be as if they are taken from sci-fi movies.
They are not!
You won’t believe the progress that was made in the last couple of years in this area.
Take advantage of these new innovations. Because even if you think you are doing all you can, there may be many things you and your company can do to improve the experience you are providing to your customers.
It's a bird...it's a plane...it’s super customer experience