The Customer Experience

Duration: 22 Minutes, 51 seconds

Description:

People might forget what you said, and they might forget what you did, but they will never forget how you made them feel. This fast-paced, eye-opening video breaks down why Customer Experience is the ultimate superpower.

Learning Objectives:

• Distinguish between basic customer service (solving a single problem) and customer experience (the emotional journey across all touchpoints).
• Identify the key drivers of a positive customer experience, including active listening, friction reduction, and proactive empathy.

GT3S Points: Explore – 5 pts