The Actual Experience Is Their Truth
When you total all the interactions of a customer with a brand, we refer to this as the Customer Experience. Unfortunately, what a lot of customers experience is far from what they anticipated. Businesses that don’t take this seriously continue to lose customers, sales and marketshare.
This is the reason there is a gap between Customer Expectations and their Experiences
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Built a CRM Tool. Company Founder. Consultant for Customer Service & Customer Experience
The difference between customers’ expectations and actual experiences with any brand reveals a lot about the brand. But how do we bridge the gap to position our businesses for success? Here are three areas to look into!
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