Three P’s of a Customer’s Experience
The folks at Disney Institute remind us that exceptional customer service or more accurately the customer experience, is more than just great customer service delivered by people.
In fact, exceptional service derives from the intersection of process, place and people.
- Processes that underpin the Moments of Truth that customers experience,
- Place is the environment that contributes to that experience; and
- People who deliver the human interaction that adds warmth to the experience.
Read the full post here.