Have you ever been experienced?

It seems so obvious it’s almost not worth writing, but just in case you were thinking customer service has no impact on your institution’s bottom line…a recent Forrester Research report finds that the link between customer loyalty and customer experience is closer than ever before.  What does this mean?  It means that all things being equal (similar product, similar price, etc.) consumers will opt for the brand that delivers the best customer experience.

How is your school being experienced?  And what impact will your online presence have on customer experience? Below is a presentation by David Armano, VP of Experience Design at Critical Mass and the author of Logic + Emotion, that explores how organizations can improve their online customer experience: