[PODCAST] Why It’s Time to Get Serious About the Customer Experience w/ Nitin Badjatia
What’s your most standout “customer experience” experience? Maybe you think of a fantastic interaction you had with a company. One where they went above and beyond.
But more than likely, you think of a time when you were drug over the coals. Given the runaround. A company swung for the fences, and missed horribly. And that is why the customer experience is no longer a “nice to have.” Customer experience is at the heart of EVERY business, whether you’ll admit it or not.
In part 1 of a 2 part series on the That’s Genius! podcast, Nitin Badjatia from ServcieNow talks about the role of customer experience for today’s companies.
First, customer experience is no longer merely a “cost containment” center, outsourced to the lowest bidder. It is a strategic value driver to every single company. It protects the value you create, and protects your brand.
Second, it owns one of the most important factors for any company: good will. We’ve all seen companies that have horrible reputations due to poor customer experience. We don't need to name them, we all know who they are.
It doesn’t matter how good your product is. If your customer experience is poor, you’re dead in the water.
Listen to the show here, and be on the lookout for part 2 coming soon.