Creating the ultimate customer experience is characterized by exceeding customer expectations and delighting them with excellent service and quality. The concept of customer experience has been put forward as the new marketing paradigm and successful applications have been demonstrated by various firms.

One of the key elements of creating customer experience is generating consistent interactions across customer touchpoints. At these moments of truths, firms have to live up to their expectations.

However, imagine a firm’s situation, in which getting in touch with your customers is hard. For instance, for financial service providers like insurance firms, the average amount of contact moment is 1,5, on a yearly basis.    lees verder…