However, expectations are still high, but they bc data taiwan have taken on a slightly new meaning. Just as consumers expect an immediate sales response from a brand, they also have high expectations of a brand. It may seem counterintuitive, but the reality is that while we are not willing to wait for a sales response, we are just as demanding with our expectations, so in the end we are waiting and waiting a lot…
Reliability, response time, real-time availability, transparency, etc. are essential for customer service. These service standards have been widely adopted by companies, and greatly improved thanks to technology and Artificial Intelligence , while being measured with new analytics tools. This has translated into much better service quality and better performance, but is that enough to meet the expectations of increasingly demanding customers? Customer Experience ranking professionals have realized that it is no longer about meeting customer expectations, but about exceeding those expectations by breaking the barriers of Customer Experience by bringing together the best of what technology has to offer along with the 'human touch'.
It was no surprise to these organisations that what was really fundamental and could not be overlooked and what would differentiate a business from the rest in customer relations is: the emotional connection. At a time when technologies are paving the way for total automation (offshore platforms, chatbots, etc.), the need for human interaction in customer relations has never been stronger.
The key to success
The key to success could be expressed as follows: Customer Experience = (Perception – Expectations) X Emotion. Because an excellent Customer Experience is capable of exceeding a customer’s initial expectations and creating that emotional connection.
Here is an easy example of that emotional connection: you go to a coffee shop to get a coffee and what you expect is to get a clean cup filled with hot and preferably tasty coffee. But if the waiter brings you that cup of coffee accompanied by a glass of water, some chocolate and a cookie, then your appreciation for that service goes far beyond your initial expectations. And if on top of that, the waiter is nice and friendly, then you have been won over: the waiter has established an emotional connection with you.
In the relationship with a brand or a company, this should be the case at every touchpoint of the customer journey, regardless of the nature of the touchpoint. Let’s go further. One should experience that emotional connection even at other office-like touchpoints, such as invoicing, selling, or repetitive administrative tasks. There are even some companies that have managed to issue their payment reminders with a touch of humor and humanity.
