For Real CX Success, Don’t Just Fix Potholes. Create Peak Moments
By Nancy Porte
Posted in Customer Engagement
Inspiration can come from nearly anywhere. We can find it in a beautiful sunset, a favorite song, or an encouraging word from someone. Where do CX practitioners go to get inspired? Something that inspired my team recently is The Power of Moments by Chip and Dan Heath.
Published in 2017, the book highlights that one of the key concepts for CX success is creating peak moments for customers. In fact, the Heath brothers say that all great experiences hinge on peak moments -- it's these moments, the brothers say, that good CX teams should focus on. Of course you fix the potholes, but the focus should be on creating more opportunities for stellar peaks.
I especially love what they have to say about "whelming" customers. While a company can go for years keeping customers moderately satisfied with service, unless you've really made them happy -- overwhelmed them with some peak experiences -- you'll never move the customer satisfaction needle significantly. I share some tips with Customer Think that we learned for moving beyond just the potholes.
Want to stay up to date with all the latest insights?
Subscribe to our weekly or monthly digests of all the latest insights and articles from from Verint