TL’s Role in Customer Experience

Almost every customer experience (CX) professional understands the three main stages of the customer lifecycle: pre-purchase, purchase, and post-purchase. But in many instances, customer experience is relegated to a post-purchase service and support activity.

Instead of viewing this vital point in the customer lifecycle more holistically, many organizations think about it perfunctorily: How do I support people that use our products? If they have a problem, how can I most efficiently and effectively help them fix their issue? Can I migrate them to a self-service model? How can I help them optimize their use of products while minimizing human interaction?

About the Author

Kathy Baughman is the founder and president of content strategy firm, ComBlu. Follow her on Twitter @ComBlu.