Customer Experience Strategies

Tom does a thought provocative posting titled Dean Koontz on intellect.

"..ability to empathize with others is the key to developing that elusive, intuitive sense.  The one that allows you to create products, services, and solutions which connect deeply with customers"

This brings me to the question on customer experience strategies. Should we roll back our thoughts on  Customer Satisifiction index ? After all the most salinet feature of any product is Intellectual Capital. This resides directly within the Candidate. I think that having all the technical knowledge and/or being a SME does not matter in todays world. What matters-is that, the candidate needs to have passion and empathy to create the profound experience for the customer.

"Will this candidate care for my customers and make them feel valued? Will she be curious about their fears and concerns? Will she be passionate in her role as a helper? Will she display the excitement and energy needed to breakthrough their sedated minds? Will she put them at ease by communicating in a caring, convincing way? Will she respect their need to speak and express themselves? Will she value their time, desires, opinions, and concerns?"

Tom actually hits it darn right.  (darn you Tom, now I have to go back and fight some battles to get HR to think along these lines !!). I am going to open a can of worms for q2/05 with this thought process !!