Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs and various methodologies.
The problem? This noisy, cluttered space has led to confusing, conflicting and fragmented customer experience initiatives, even within the same organization. Despite their best efforts and intentions, leaders and teams end up missing three crucial — and surprising — facts about customer experience.
1. Customer experience is bigger and smaller than many realize.
2. Customer experience is often worse than leaders know.
3. The returns on improving customer experience are better than many leaders realize.
Learn more about these three facts in the article “Three Surprising Facts About Customer Experience” by Brad Cleveland, published in Forbes.