Can customer experience attain perfection? Or even get close to perfection? Severally I have heard business owners and workers try to wave off the idea that customer experience can actually be perfected.
And to most of them, such claims are mere imaginations in the minds of bookmakers and scholars. In practice, the word perfection is a mirage in the business world.
Imagine expecting a perfect customer experience in an imperfectly skewed world. An experience that lacks any element of fault all through the customer experience journey.
You must also not forget that this journey starts in the mind of the customer. And so also must perfection start.
Now if the customer experience journey starts in the mind of the customer, then how can we ascertain the rationality of the customer in product choices and service ratings?
What really happens
For me, the expression of perfect customer experience should not be literally considered. At least, not when we know that the market itself and all her forces are not perfect (faultless).
Admitted, bookmakers and academicians relied on the classical economic theorists to build their foundational ideologies on consumer behaviors and customer service models.
But recent studies have practically proved that there are no perfect markets in an imperfect world. And I think that current reasoning along customer services has been realigned to reflect the market realities.
The expectation today bothers around the quality of service delivery that can guarantee outstanding customer experience. The emphasis today is on customer satisfaction. A satisfied customer has technically experienced market perfection.
The era of hiding under the shield that perfection cannot be attained is truly over. Businesses should deliver quality services to their customers. No one wants perfection; rather every person wants to be delighted.
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