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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Chapter 3

Identifying Customer Experience Killers

In This Chapter

arrow Identifying three common problems that kill customer experience

arrow Understanding the danger of an inside-out perspective

arrow Thinking about industry perception

arrow Keeping pace with customer expectations

Sometimes, to really wrap your mind around something like great customer experience, it helps to identify what it isn’t. For example, great customer experience isn’t inconsistent. It isn’t transactional. It isn’t emotionless or boring. It isn’t unplanned or random.

“Great!” you’re thinking. “All we have to do is not be those things, and we’ll be fine!” Well, yes. The problem is, the way many organizations are structured stands in opposition to creating a great customer experience. But that’s not the only roadblock. This chapter discusses some of the things that get in the way of delivering a great experience. Some are easy to recognize, but most require some work to fix. Some are your own organization’s fault, but others you can justifiably blame on your competitors. Regardless, before you continue on your journey to improve ...

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