The Customer Experience
The modern consumer is tech-savvy, value-conscious, and quick to post feedback concerning their customer service experiences. Author Tom Peters lends an appropriate quote that may very well sum up the customer service challenge from the customer's unique frame of reference. As a best-selling author of many books that provide practical and actionable ways businesses can achieve excellence in leadership, innovation, and customer service, Mr. Peters writes: "Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!"