Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still enjoy today.
Always looking to impress, I’d listen to the albums again and again looking to memorize the lyrics if the chance for a sing-along ever presented itself. If a verse was hard to understand, I’d take my best shot, which occasionally produced comic results.
Little did I realize there’s a cottage industry of misheard song lyrics, with one of the most common being, “Hold me closer Tony Danza” from Elton’s song “Tiny Dancer”. Wow, talk about ruining the context of a song!
Context is an increasingly critical element of customer experience. The historical process of identifying and qualifying a customer during a real-time experience can backfire without context. Take my friend who called to report an outage on his cable service and was repeatedly upsold for an “enhanced” package during his queue time and agent interaction. We call this “doing the wrong thing right.”
Context provides the foundation for more personal, relevant and differentiated service – the battleground in the Experience Era. Continue reading ““Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service”
