Amazing Business Radio: Chris Bauserman

The Emotional Customer Experience
Understanding the Emotion Behind the Experience Economy
Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness that knowledge for improvement.
The Interview with Chris Bauserman:
The experience economy has changed dramatically over time. Today, who we choose to do business with has much more to do with emotion than with products, technology, or even price point. The companies that differentiate themselves through their service are the ones that stand out and succeed.
What is the difference between customer service and customer experience? Customer service is part of the customer experience. Bad service can cause a customer to walk out on you and your company, but it’s not the only factor anymore. You must ensure as much as you can that the customer’s entire journey with you