August 2023
Intermediate to advanced
336 pages
7h 31m
English
Content preview from The New Automation Mindset
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CHAPTER 12The Customer Experience
“Even when they don't yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.”
—Jeff Bezos
We all say customers are our top priority. It is a claim everyone can agree on. After all, the customer experience leaves a lasting impression. It is the difference between whether people become promoters or detractors of our brands. The way companies think about customer experience is key to how the customer journey plays out. Thus, creating and obsessing over a great customer experience is a smart approach.
It has been said that the companies that can drive the best customer satisfaction will be the ones that end up on top. Yet, in 2022, Gartner published research that found most customer experience programs are not delivering on the promise of improving differentiation or helping brands compete.1 The reality is, most CX (customer experience) programs are mired in metric optimization and may have lost sight of the real goal, which is crafting moments that matter between people. A recent Deloitte article, titled “Customer Experience Is Dead,” observed: “It sounds so obvious, yet somewhere amidst the myriad of changing business models, commercial rhetoric, and fast‐paced technology, the customer became just another term—faceless, nameless and less‐human.”2
Being a trusted partner to our customers is easy to say but much harder to do. Because so many customer interactions happen in ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.