When it comes to talent, every element of the "experience" matters.
Customer service is about the individual touchpoints in a journey, but customer experience is made up of all the interactions, encounters and emotions customers (or your relocating employees, for that matter) have with your company. This includes their mood and energy levels when they get to you, and all the hidden moments when you’re not interacting with them.
In “The Happy Customer Equation,” we take a closer look at what goes into a person’s entire experience, and provide a step-by-step process to map out their journey—complete with examples, tips, eye-catching colors and glitter. (There’s actually no glitter but you can press “print” and add glitter if you’re into that sort of thing. This is your experience, after all.)