The customer experience

Is what I experience the most important thing? Perhaps it is what I remember.

What I remember is the thing. I may remember it different than how I experienced it. In fact, evidence shows memory doesn’t correspond to experience.

In the world of customer experience, we need to focus on what people will remember, not the experience itself.

If I experience bad customer service AND you fix it for me, I will remember you fixed it for me. I can forgive you because you cared enough to make it right. I will remember you made it right. That is what is important.