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Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: Context is king! Why too many organizations fail to understand this
Description: Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer's experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer's context, we must create a customized experience. For instance, while working on a project for one of the cellular phone companies in the United States, we discovered that they treated customers who had lost their phone or had it stolen in the same manner. This oversight neglected t...