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Process, Culture and Little Things: They All Matter to the Customer Experience

Last week, I had the privilege of being a part of AGCO Corporation’s annual dealer meeting in Denver, Colorado.  I had the chance to make presentations on the new customer service survey process we are implementing for AGCO and to talk more broadly about why customer service matters more than ever.  At one point in the presentation, I asked participants to share recent personal service experiences, both positive and negative. 

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Customer Service in 2014- It is All About the Experience

I am typically not in the business of providing prognostications on the future.  It is a bit of a fool’s errand.  But it is worth speculating on what might happen in the customer experience arena.  After all, there has been increasing interest in improving customer service over the past five years.  I think we are beyond the early growth stage and moving into a new stage.  Let’s call it adolescence for lack of a better term.