Customer Experience for Millennials
The Importance of Customer Experience in the Age of Instant Gratification1
There is much talk these days about the rise of customer experience (CX). Nearly every service, product, or expertise is first hiveminded, Uberized, and Yelped, then tweeted with true glee or scorn, ordered hands free thanks to Alexa, coupon coded, and reviewed to death. Instant vilification kills and instant gratification buoys brands—with just a click. Whatever room for error may have existed before our digital nativity is now razor-thin.
Moving into New Digital Ground
As customers, being jerked around by telecoms, car rental companies, and airlines is passé. Last year, after an Avis rental problem was poorly handled, I did ...
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