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Customer experience, the key to future business

Established financial service providers are losing customers to new entrants, who offer more customer-focused, timely, easy-to-understand and innovative services. In order to rebuild customer loyalty, established providers should focus on fixing service failures, and offer what customers really need at different stages of their lifecycle. Gimmicks are not the best ideas as they inflate customer expectations.

Mini Story

Wow’ moments vs. ‘wow’ experiences

Building ‘wow’ moments in certain interactions does not automatically result in a ’wow’ experience for customers. Offering consistently good services throughout the customer engagement is what matters. ‘Wow’ moments can be destructive if they set the bar too high for future interactions. Therefore, it is crucial to deliver good services consistently so that the customers will experience ‘wow’ services.

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