“The customer is always right.” Well, that time has passed.
What was true before as the golden role of customer service now seems to be over simplified and one-dimensional.
Today’s relationship between a product/service provider and the customer has changed very much from a few years ago.
The product and service itself is still important. Yet there are something else rises up to the center of the customer’s attention — customer experience.
The multi-dimensional experience.
From the moment of encounter to getting-to-know phase, from buying process to user experience and customer support, the complete experience of a customer decides whether the product and service is successful or not.
We’ve entered a new era of B2C business. Anyone who ignore the customer experience will be eliminated from the transforming market place.
Remember, the complete experience matters equally.