Back in April 2016, Pearson published a book I wrote called How To Wow. At the very back of the book is a section called Final Word. Now, I don’t know if anyone ever read it, but I wrote about a dream I have in that section. It was a bit tongue in cheek, but here’s what I wrote:
“I have a dream that if every business in the world improved their customer service and customer experience just a little bit, then we could make the whole world a bit better. People would get better customer service and a much improved customer experience which would make them happier, and because they were happier, there would be fewer problems, and they’d get into fewer arguments. If fewer arguments took place, then there would be fewer disagreements, fewer fights and less conflict and as the ripple effect spread then it could contribute towards achieving world peace.”
I admit that it’s very idealistic.
But, the idea that service and experience can affect people’s lives is real. Pega recently…