It’s pretty natural that Customer Success representatives or teams celebrate once an issue is resolved. Customers also tend to relax because the service or the software is restored and back to being operational.
The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise. This article describes the factors that affect customer satisfaction and experience levels.