Customers want what they need, when they need, they want a specific solution-probably a personalized service that extends beyond the buying phase and their expectateion. What are the emotions power we need to recognize in our customers especially when they dont like to remember the value just what an organization has done for them? Answer might be they need more value to drive their profit-building loyal behavior and possibly what a specific company can do for them in the future. If we can be able to recoginze their future need and the value of current relationship, we can be able to monitor and comply with those service level agreements from the very beginning. This can be possible if we develop an ability to understand how the customer experience look like from customer-centric approach and perspective.
