Customer Experience and Relationships

Interesting article by Tom Lyons on the Irish Times about Sian Townsend, director of research at Intercom and former Google user experience researcher, and her views on customer experience.

Irish software firm Intercom, which raised $23 million (€16.8 million) in new funding in January, has hired Google veteran Sian Townsend as director of research.

The hiring is part of Intercom’s continuing expansion plans after it recently opened an office in the former headquarters of Anglo Irish Bank on St Stephen’s Green in Dublin.

In Intercom, she said: “We’re trying to help web businesses offer the same kind of great customer experience that a brick and mortar shop can offer.”

“A big part of my job is to figure out how web businesses want to build these kind of relationships with customers they may never meet in person and how they can make their customers feel they’re getting the same type of personalised customer care as they’d get in an amazing local pub or boutique, for example,” she said.

Customer experience is an integral part of business. The relationship a business has with their customers is so important when managing customer experience.