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The Customer Experience Gap: An Interview with Colin Shaw, CX Pioneer and Founder/CEO, Beyond Philosophy
Manage episode 342943274 series 3244504
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Despite all of the effort being made by businesses to improve the customer experience, it is not paying off in higher satisfaction ratings. A large gap still exists between what customers expect of that experience and how they actually feel about it. What businesses need to do, advises CX pioneer Colin Shaw, is design a more memorable experience, focusing on those parts of the customer journey that evoke the greatest emotion.
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