Lean Mobile App Development

The right perspective on customer service

It is widely acknowledged that customers' treatment affects their perception of a product, a company, and a brand, which impacts loyalty. This recognition has given rise to the idea of the "customer experience," which can be designed and improved upon. What makes a perfect customer experience, however, is up for some debate.

The shift in focus toward customer satisfaction, for many businesses, has resulted in efforts to treat customers like royalty or to delight them. This pandering approach is problematic for several reasons-it is based on the statistically-backed notion that customer satisfaction matters, but the solution, "delighting" customers, has no scientific grounding.

Instead of pandering ...