![The image you see in this post [hat tip Beth Harte] highlights two important points for a make or break situation with customer experience: 1. companies do have the control over those instances that can make or break customer loyalty 2. and they do know what data they need to either collect or connect and when So, as the chart suggests, the fundamental questions marketers and customer service groups need to work on are: * how can we make this a positive experience? * what can we do to make sure consumers come back time and time over? * where do we need data to help deliver the experience? (via Conversation Agent: Designing the Customer Experience
)](http://25.media.tumblr.com/tumblr_lbkn4zaPF51qz6i95o1_500.png)
The image you see in this post [hat tip Beth Harte] highlights two important points for a make or break situation with customer experience: 1. companies do have the control over those instances that can make or break customer loyalty 2. and they do know what data they need to either collect or connect and when So, as the chart suggests, the fundamental questions marketers and customer service groups need to work on are: * how can we make this a positive experience? * what can we do to make sure consumers come back time and time over? * where do we need data to help deliver the experience? (via Conversation Agent: Designing the Customer Experience
)
Source: conversationagent.com
If a hipster falls in the forest...
