The Top Five Customer Experience Links series consolidates and filters my online reading to give you the best customer experience articles I’ve come across in the past week (or three).
This week’s links include a thought-provoking article on service design, some insightful customer experience statistics, Seth Godin’s view on treating customers differently, and a hilarious customer service prank.
Service Design or Design for Service
Wim Rampen discusses the definition of service from a service-dominant viewpoint and starts the discussion on what we should be designing for. Make sure you read the comments and part 2 of the post.
The Problem With Customer-Centricity
Ron Shevlin questions the notion of customer-centricity due to the lack of reliable definition of what a customer-centric company should be. Ron makes some good points with his usual flare of snarky humor.
6 Customer Experience Statistics and the Performance Implications for your Business
Linda Ireland shares six prominent statistics that are relevant to customer experience and what each one means for your business. My favorite stat is included: 60 percent of people say they often or always pay more for a better experience.
Treat different customers differently
A short post from Seth Godin to remind us that different customers value different things. Once you understand what each one values, treating them differently only makes sense.
Elaborate televised prank on Belgium’s terrible phone company
Mobistar, a Belgium cell phone service provider, is apparently known for their terrible customer service. One group took it upon themselves to pull the ultimate customer service prank on one of their offices. The methods are questionable, but there’s no doubting the hilarity behind this prank.
How about you…did you read anything that deserves a mention?
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