My New Year’s resolution: To raise the bar on customer experience

By Dayton Semerjian

While I had hoped that audience members would learn a bit about Customer Experience, I was surprised that I too walked away with some new perspectives.23277123175_cff9c3f131_k-1024x768

The other panelists included Lilian Tomovich, Chief Experience Office and Chief Marketing Officer, MGM Resorts International and analyst Jason Bloomberg, President, Intellyx.

This group was assembled with a mind to provide the audience with some contrasting opinions – Lilian represented a business-to-consumer brand, I represented a business-to-business brand and Jason, being an industry analyst, shared industry-wide views.

Lilian spoke about the challenges of delivering a superior customer experience in the hospitality industry, which I initially thought of as lightyears removed from my own software industry.

Yet by the end of the discussion I came to feel that I could better serve my customers if I paid more attention to how Lilian served hers. She spoke of her company’s hyper focus on amplifying the customer experience, minimizing “buzz-kills” and maximizing “plus-ups.”

Read the entire article at http://blogs.ca.com/2015/12/18/my-new-years-resolution-to-raise-the-bar-on-customer-experience/?mrm=425878&cid=GLOB-SMM-ABUS-AAR-000002-00000571

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