eBook

The Anatomy of a Great Customer Experience

Learn more about the mismatch between companies and customers.

How our memory shapes the way we view our experiences…

If you look at the mission statements and ‘About Us’ pages for most companies, they’re almost certainly going to include something about ‘great customer service’, ‘exceeding expectations’ or ‘delivering excellence’.

This probably isn’t a surprise to you. After all, more companies than ever before are claiming to be customer focused.

But there is a mismatch between companies and customers. While 80% of companies believe that they deliver a “superior experience” to their customers, only 8% of customers agree.

Download our eBook to find out:

  • How this mismatch has happened
  • How one touchpoint can undermine a whole customer experience
  • The difference between the ‘Remembering Self’ and the ‘Experiencing Self’
  • What defines a customer experience story
  • Three tactics you can use to build customer experiences with memories in mind

Download

All fields are required

More resources

eBook
2023 National Sweepstakes Kit

Second Street’s National Sweepstakes are a fantastic way to drive more revenue and increase your email database.

Read more

eBook
Increase the adoption of your knowledge management system

When your team has confidence in your knowledgebase, they are more likely to use it. Learn how to ensure the long-term usage of your knowledgebase and increase the adoption of your knowledge management program by implementing a content review process. Learn more in the Content Review Best Practices Guide. Download the eBook now!

Read more

eBook
How healthcare providers are driving exceptional patient experiences with Panviva

Panviva knowledge management provides healthcare organizations with a single source of truth, ensuring Scheduling, Patient Access and Customer Service teams find the right information fast.

Read more