4 Ways data drives truly amazing customer experience

Customer experience can be a tricky, fickle thing. That is especially true in the age of social media. A single exceptional experience could go viral, showering your brand with goodwill and free media coverage. But the same goes for a customer complaint: A bad experience, compounded by a poor brand response, brings out the pitchforks and torches.
The solution is to avoid both accidental success and catastrophic failure. I recently interviewed  Shep Hyken, chief amazement officer at Shepard Presentations, and a customer experience expert. Here is how he defines amazing customer experience: Read more…