"It's like you guys threw a party and a fight broke out." To Victory Combat Sports, that's the sound of a happy customer. How do they know? Because they've walked in their customers' shoes (and sat in their seats).
While some companies do make revolutionary products, your best bet is to create amazing customer experiences, says Nick Friedman, president of College Hunks Hauling Junk. You do that by focusing not on your customers, but your employees.
A growing group of customer experience professionals are working hard to make some of life's most frustrating experiences not just tolerable, but delightful. While customer experience isn’t a new concept, organizations are just starting to formalize the people, processes, and technology to make it all happen.