Armed with their newfound power, consumers realized that they could ask for more than what they had once been getting — and that if they didn’t get it from one company, they were free to go to another. Technological advances have now conditioned them for greater immediacy in response to their needs, and that in many ways, is in stark contrast to the old – school approach to customer service. Consumers were also putting the microscope on every interaction they had with a brand, not just on those times when they had a specific problem that required assistance. They wanted a certain experience from start to finish, not just a specific type of interaction at one point in time.
Meet Jim Iyoob, Chief Customer Officer of Etech Global Services. As a Customer Service Influencer and keynote speaker, Jim has 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe.
He believes that customer experience is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction comprises three parts: