Managing Customer Experience SWAT Team
Over the last few years, companies like Amazon have revolutionize the customer service industry to the point that consumers are now more interested in a positive customer experience with a company than actual products or services. In fact, according to ThinkJar Research, 55% of customers are willing to pay more for a guaranteed good experience, with the operative word here being ‘guaranteed.’
For years, large brands have been able to get away with the promise of a good user and customer experience without the need for follow-through. Now, with social media and online reviews, brands have to invest in the customer experience in order to stay competitive.
It’s a commonly used term in the language of business. It’s essential for successfully competing in an ever-changing global marketplace. It’s necessary in order to combat the tide of shrinking resources and meet the need of doing more with less. It’s a strategy … a tool … a buzzword. The “it” is TEAMWORK. And it also happens to be one of the most misunderstood concepts in business today.
Look around – the labels are everywhere. There are service teams, management teams, task forces, quality-assurance teams, self-directed work teams, product-development teams, launch teams, departmental teams, and even teamwork-enhancing teams. The list is seemingly endless.