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Lack of Customer Experience: a major obstacle on the road to business growth Service Excellence at Risk

Lack of Customer Experience: a major obstacle on the road to business growth Service Excellence at Risk

A year long study of attitudes toward customer loyalty and customer experience management among customer service executives and marketing executives indicates that the weakest area of customer relationships is not relationship building, but rather the core value proposition/customer experience. The majority of employees lack the conviction of their product’s or service’s value and do not agree that their company deserves the customer’s loyalty. In addition, major discrepancies between companies’ declarations and execution were found.

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