 OUR TAKE -
Where's Your Customer Experience?
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Of all the preposterous assumptions of humanity over humanity, nothing exceeds most of the criticisms made on the habits of the poor by the well-housed, well-warmed, and well-fed.
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Herman Melville
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When I wrote about Making a Stand for the Customer Experience, I made two assumptions about the concept of a "customer experience." First, I assumed everyone has the same definition of the customer experience. And second, I assumed customer experience should be the primary focus.
It has become obvious from the many responses that each organization may have a different idea about what constitutes the customer experience. Fair enough. Actually, let me go further to say that each organization should have a company specific idea about what constitutes the customer experience. And even further, let me suggest the company specific idea should not be a secret among the rank and file.
So, here is my question of the day to you. Is there a place on the corporate intranet, a plaque on the wall, a well-worn presentation foil, a statement in the annual report, or some other source that uniformly describes your organization's customer experience? If not, why?
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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