Disappointed Customers
Posted in front pageΝέα

Customer is the king. The words illuminate the centrality of role customers play in driving economic activities. As such, customer experience has become the most important consideration for new product and service development, and customer management efforts in general.

The comprehensiveness of customer experience management means that organizations face an uphill task to ensure that customer experience that they are providing is up to customers’ expectations. There are two factors that make things complicated: (1) customers being the humans have feelings, needs, wants and behaviours that shape and re-shape dynamically and unpredictably, and (2) no system can be perfect at any given point in time, thus leaving the door open for errors and mistakes. With that in mind, it is imperative that customer disappointment is always on the cards. However, the focus so far has been on enhancing customer experience. It raises the question, why not focus on customer disappointment experience?

Manager’s Office Team                                                                                             

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