Americans evaluate service by the overall experience — not just whether the task was completed, but how the entire encounter felt. Was it easy? Was it pleasant? Did the customer feel valued?
A technically correct outcome delivered through a cold or frustrating process is not considered good service. The experience is the product.
This is why American companies invest heavily in experience design, customer journey mapping, and satisfaction measurement. When working with American clients, understand that how you deliver matters as much as what you deliver. The process of working with you — how communication feels, how interactions go, how problems are handled — is part of what they are evaluating. If the outcome is right but the experience was difficult, they will not consider the service successful.
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