Customer Experience is the new net worth

Imagine you have booked yourself a cab for an important meeting within the city. You have timed yourself right, to ensure enough time for the cab to arrive on time, enough time to get started and reach the destination. Half way through the journey, the cab driver asks you to pay in cash, although you have online wallet system for payment, therefore you decide not to react much about it till you reach the destination, however the driver randomly drops you at least 200 Meters before the actual location. You get off the cab in a  sour mood, suddenly you feel so disempowered before the start of the meeting, and the world seems upside down as you have to walk 200 meters before the destination arrives. This was your experience in a Cab, and i am sure this is relatable. Now you end up calling the customer service team, reporting their issue, and this is what they tell you ' Thankyou for calling in, we will share your feedback'. That doesn't change anything about your experience, does it? You still have paid for a distasteful experience, leaving you feeling let down by your cab service provider !! The cab company will tell you we have a chatbot to handle these matters, 'we have feedback mechanism that will take care of this', but that doesn't make the experience better is it? These are moments of truth, that will stay with you forever. This is what i call is not having 'Customer Readiness'. Its when you have all the tools that you need, but still cant meet basic expectations of your customer, forget customer delight. Unfortunately even with the best of technology the goals aren't met.

Hi, i am Shayanti, and  i come with an experience of 20 years and 12 years into Customer Experience having worked with customer intensive industry like Telecom, and i will tell you this creating a positive customer experience is your next net-worth, and it is not just revenue, customers will be with you, because they like you and they like the way your employees treat them. But your employees will only be customer ready when they understand how important is to create a valuable experience for your customer!!