The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Defining and evaluating a remarkable customer experience
Aug 15, 2024
Lynsey Duncan, a Senior Product Researcher, teams up with Bobby Stapleton, Senior Director of Human Support, and Declan Ivory, VP of Customer Support, to delve into the essence of remarkable customer experiences. They discuss the crucial role of problem ownership, emphasizing how companies must take charge of issues for customer satisfaction. The trio also explores AI's potential in enhancing service and the importance of continuous improvement in customer interactions. With real-life anecdotes, they highlight how empathy and proactive support can turn frustrations into trust.
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Quick takeaways
- Problem ownership significantly enhances customer perceptions of service quality, transforming negative experiences into remarkable ones through accountability and care.
- Continuous improvement and the strategic use of AI are essential for elevating customer service from meeting expectations to delivering exceptional experiences.
Deep dives
Defining Remarkable Customer Experience
Research focused on defining what constitutes a remarkable customer experience revealed that customers often struggle to recall such experiences they have had. This indicates a high level of expectation, showing that many service interactions fall short of being truly remarkable. Notably, participants described how experiences that began poorly could be transformed into remarkable ones when the company took accountability and made an effort to rectify the situation. Actions like a sincere apology or providing some compensation often turned negative interactions into positive memories, emphasizing that exceptional service can arise even from mistakes.
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