Over recent decades, traditional business practices have been increasingly disrupted by technology-empowered business models. Technology and innovation — from online shopping and mobile connectivity to social media- and data-driven marketing — have reconfigured the business landscape and brought new opportunities and challenges. Yet, the basics of the customer experience remain: Consumers recognize a need to be fulfilled, then interact with companies and their offerings to seek a satisfying way to fulfill this need. This core motivation for creating a meaningful customer experience is unchanged.
Remove Boredom and Frustration from Your Customer Journey
Too many companies prioritize efficiency over the customer experience.
March 28, 2023
Summary.
While generating positive affect is essential, it often is even more effective to minimize negative customer experiences. This can be achieved by addressing the two main detractors of a customer’s emotional journey: frustration and boredom.
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HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.