I bet you are doing more to monitor customer experience than ever before. That’s a pretty safe bet because technology has simply made it so much easier to interact with your customers and ascertain how they feel about dealing with you. But, are you achieving the results you expect?
Your answer, naturally, depends on what you expect. But it also depends on whether your expectations are reasonable. Are you sure they are? That requires a much deeper dive into the customer experience you are looking to provide. Let me explain.