In programming lingo, source code is text written in a computer.
It is primarily used as input to the process that produces an executable program (i.e., it is compiled or interpreted). It is also used as a method of communicating algorithms between people (e.g., code snippets in books).
As movie concept, it became a complicated story with a few holes in it, yet still enjoyable because of its fast pace.
What got me thinking was the idea that by going over recent past situations and focusing only on key elements of the experience one could solve an issue and possibly change the course of an entire situation.
Imagine how different customer experience could yet be if people truly stopped accepting status quo and insisted on humanizing interactions as a matter of life or death. That it is, it's just not as easy to notice as a big train explosion, like in the movie.
I talked about making customer experience a defining moment for your business extensively. Here are just a few choice links:
- Designing the customer experience - Complaints are symptoms, and they will lead organizations down the reactive path every single time. Plus, only 2% of the population -- or even less -- bothers to say something, anything. Many just won't go back after a bad experience, and they will tell their whole circle of friends and family.
- Emotions, trust, and control at the heart of customer experience - Service providers need to recognize how emotions, trust and feelings about control shape how customers perceive their service experience. Emotions influence what we remember, how we score encounters and the decisions we make. Trust is a primitive psychological variable that is essential to any robust and enduring relationship. Control over one’s environment and knowledge of how events are going to evolve are fundamental psychological needs.
- Customer experience more important than ever - The three components of customer experience are meeting needs, being easy to work with, and enjoyability.
- Twitter, customer service, and good brand management - If monitoring conversations and knowing what you're listening for is the first ingredient in good online best practices, knowing when and how to respond is much more than good etiquette. It's become an integral aspect of brand management and can mean the difference between a flop - or worse, a crisis - and a deposit in your company's reputation bank.
Reinventing the customer relationship to drive growth - Making meaning with our customers is one way to growth. Part of it depends on our product and services - are they innovative, do they keep up with the needs/wants, do they help customers in substantial ways? Part of it is contingent upon a proactive conversation.
- Customer service is already social - Automated social recommendations will in many ways replace ads. Why? Because trust is built in the visibility of what others do vs. your polished online ad. That's why customer service is already social. If you do well by customers, you can proudly play back to them the comments, reviews, and discussions they have about how well you did. This is the transparency payoff in digital media.
- 3 steps to mapping the customer journey - Mapping the customer journey means visualizing how customers interact with you and your business across multiple channels and touch points at each stage of their involvement with your service.
- The better business experience for your customers, prospects, and partners - The social web has changed not just the way we consume news - it has also changed how we want to contribute to creating that experience and the expectation we have of the companies that are in the business of delivering it.
Key elements of customer experience are placing a strong focus on what you can control and relentlessly removing effort for customers. Just like editing for writers, this means you will be carrying the effort so that the end result feels and looks easy.
Don't just collect data, analyze it, compare it to statistical information, and use what you learn to execute.
[image courtesy of 37signals]