By: Venkat Nanduri
Change in the wind.
Instead of every Tuesday bringing you the Tuesday Thoughts blog, I will now share Tuesday Watch — a quick video on technology trends, innovation, cutting-edge solutions, and any other subjects we think might be beneficial to you. And if you have suggestions, please feel free to send them to me. And now, on to our first Tuesday Watch…
Did you know humans experience 27 different types of feelings, and any one of them can make or break entire industries?
All the feelings we experience, whether good or bad, boil down to what we call “moments” that tend to be more memorable than goods. However, there’s often a huge disconnect between our emotional expectations and life’s reality.
These ‘moments,’ and the emotional highs and lows that accompany them, are even present in perceived customer experience. When your customers enter into an experience with your people, products or services they anticipate will be great and it turns out otherwise, the impact on your business can be severe.
Welcome to the world of Experience Management
There’s often an astounding disparity between how you think customers feel about your people, products and services and how they actually feel. There is almost always a gap. Understanding that gap – however wide or narrow it may be – determines business winners and losers. Why? Because at the end of the day, the future of your enterprise is determined by the customer experiences you provide.
Watch this Video: Mind the Gap
With over 20 years of experience working with hundreds of companies on SAP projects. Phoenix Business Consulting can help you overcome the experience gap your customers and prospects may be going through by showing you how to build positive customer experiences that meet or exceed their perceived expectations.
Let me know if you have any questions on the experience gap. I look forward to hearing from you.