Per results from recent Voice of Customer (VoC) research, Customer Experience strategies are failing to deliver the quality of experience customers expect. Notwithstanding today's technology, tools and analytics, it is sobering that customers are not experiencing a significantly improved customer experience.
Following are the top 6 Customer Experience mistakes that emerged from our analysis of thousands of hours of VoC research our firm, ERDM, conducted for clients such as MassMutual, Norton AntiVirus, IBM....