Customer Value Starvation Can Kill

Customer Value Starvation and Business Thinking

by Paul Selby

Raising the customer experience bar by mapping unexpected journeys

Paul Selby is Product Marketing Director for ServiceNow

The opportunities for companies to provide amazing customer experiences are plentiful; the unfortunate fact is they are often overlooked. In this story, that’s not the case.

I faced a dilemma recently. I had ordered something that would be delivered while I was out of town. Normally this wouldn’t be an issue: Someone would eventually be home to retrieve the package from the porch. The problem was this was a valuable item and the package might sit for hours. With the holidays approaching making porch pirates a larger threat, I thought I’d see if any options might ...