The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many most are still struggling with the concept, choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.
Theres this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a delivery gap.
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