Get Customer Experience is a blog focused on helping both end users and providers provide a WOW experience. Our approach is based on the understanding that in a "flat world" - where price no longer matters - experience is the only thing that counts. Staying competitive requires a new, holistic understanding of the new millennium of employee-customer relationships and how people want to shop and experience relationships. This blog focuses on a number of areas that touch the customer experience:
- Awareness, attraction and communication of the promise for the brand values experience (BVE) conveyed to the potential customer, through touch points.
- Interaction and the customer service, the crucial layer of effort that creates an emotional bond and drives not only repeat business but word-of-mouth recommendation and grass-roots marketing
- Multi-channel, the increasingly important role of the point-of-contact, be it television, web, email, radio, literally anything that conveys the BVE in-store, online, on the phone and through the mail.
- Psychology, the awareness of employees, the mindset of the customer. beyond what he wants and is willing to pay for, an understanding of what he feels about the relationship
- Design, the tangible impact the esthetics, be they web, retail, music, dress, manner, etc., that impact the customer experience and desire to return for another experience.
- Technology, the myriad devices and disciplines that impact the customer experience at every stage along the way.
Who
Get Customer Experience is the brainchild of the marketing team at the IT Enabled Services Alliance, Inc. (www.itesa.com) which was founded in 2001 by Keith Fiveson as a contact center business process consulting firm focused on globalization factors. The key mission of the advisory is to enable communication, connection and globalization of the contact centre and business process experience. Mr. Fiveson has held executive positions at CosmoCom, BT, AT&T and MCI telecommunications, where he ran the call center solutions team. He served in the US Army's Ballistic Missile Defense Communications Activity and holds a Top Secret Clearance. As the iTesa practice leader, he brings a deep domain knowledge and resume to client engagements. The global team of partners and associates has worked with clients on projects in five (5) continents; North America, Asia Pacific, Latin America and Europe.
Get Customer Experience is the brainchild of the marketing team at the IT Enabled Services Alliance, Inc. (www.itesa.com) which was founded in 2001 by Keith Fiveson as a contact center business process consulting firm focused on globalization factors. The key mission of the advisory is to enable communication, connection and globalization of the contact centre and business process experience. Mr. Fiveson has held executive positions at CosmoCom, BT, AT&T and MCI telecommunications, where he ran the call center solutions team. He served in the US Army's Ballistic Missile Defense Communications Activity and holds a Top Secret Clearance. As the iTesa practice leader, he brings a deep domain knowledge and resume to client engagements. The global team of partners and associates has worked with clients on projects in five (5) continents; North America, Asia Pacific, Latin America and Europe.
