Customer Service Week -- Day One

For Customer Service Week, NACCM Conference Chair JoAnna Brandi will be sending out a daily message. Here's the message for day one:

Let 'em Feel the Love

The Customer Experience is all about emotion - loyalty is an emotional attachment. The “Experience” is the sum total of the feelings a customer has as a result of interacting with any part of your organization. It's based on THEIR PERCEPTION.