Even if Don Draper himself fleshed out your latest ad campaign for your marketing, nothing can replace the incredible value of providing customers with the best possible customer experience. Think about it, if you went to the fanciest restaurant in town and everyone treated you poorly, would you go back?
With peer-to-peer reviews carrying even more weight to deliver thanks to the power of Facebook, Twitter, and the barrage of other social media channel interactions rising in popularity, it's never been more important to invest in customer service and improve on the experience for your customers. Because, hey, bad news travels fast.
What is customer experience?
The customer experience is, ultimately, how customers view and interact with your company's brand. There are lots of variables to it: the corporate messaging, sales process, the products and services themselves, and especially customer service. A great overall customer experience will come from a company that's strong in all of these areas... but if your company has a weak spot, remember that great customer service can help salvage a great customer experience.