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Welcome! I am Tom, your host: blogging about entrepreneurship and making great things. [more]
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Apropos customer experience
Customer Experience might be the “new Quality” (as in: the new Holy Grail everybody is pursuing), and I’ve heard several speakers attack the issue at the just concluded Telecoms CRM & User Experience Forum here in Prague.
It differs from Quality in one important aspect, though.
Quality is a characteristics of the product. Once you nail it down, you can probably keep the unknowables in check. You’ve fixed the fundamentals: the product works as advertised.
Customer exeperience is defined and perceived by the customer. In a large retail environment, this means – if you aggregate similar experiences – still a huge variety of scores.
Which is why a think a technocratic approach to this isn’t going to yield a result similar to that achieved in the hunt for Quality.
It’s quite a different game here.
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