At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where customers feel that their expectations aren’t met. The art of finding these places and fixing them is at the heart of the discipline of customer experience improvement. After all, helping companies do this is what our business has been built on.Unsurprisingly, there are common themes we hear when customers tell us their expectations aren’t being met. Across different industries, customer segments, customer journeys, channels and devices, we see these trends play out in the things dissatisfied customers say, and how they feel as a result.So ask yourself – where in your current customer experience do your processes, systems, technology and people or the ways you manage data make it so that your custome

Source: Six Ways to Drive a Radically Better Customer Experience | CustomerThink

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