Chapter 4

Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments

In This Chapter

arrow Looking at how good customer relationships go bad

arrow Identifying behaviors that send customers packing

arrow Asking five “why” questions to determine where problems lie

arrow Prioritizing problem-solving with Pareto analysis

arrow Creating and conducting your own customer experience diagnostic

Human relationships — whether a marriage between two people or the relationship between a customer and a business — constantly change and evolve. No one person is the same as she was yesterday, and neither is any one relationship. There is no neutral; things are either getting better or they’re getting worse. Unless you work tirelessly to stay current with your customers — to be aware of their level of engagement with you, your products, your services, and your brand — you’ll find that the relationship will change for the worse, right under your feet.

This chapter pinpoints the problems that commonly plague relationships ...

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