One of the many pleasures of my job is having the opportunity to meet our clients and prospective clients face-to-face. In this era of webinars and interaction happening through electronic means, I learn a lot more about the issues facing clients when working to improve customer service by seeing them in person. I also learn what they like about what we are doing and areas they want to see us improve. My in-the-shop discussions with people help me to better understand the daily challenges they face with customers, employees, vendors and a variety of other stakeholders.
You may already know only 10% of an iceberg sits above water, while 90% is under water, hidden from view. But did you also know customer experience has similar proportions? In the normal flow of business, your company sees only the direct contacts your customers make with you: visits to your website, calls to sales and customer support, etc. That’s the visible 10%.