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“You MUST do X” in Customer Experience
Every time I hear someone say "you MUST do X" in customer experience, I see the same reactions from business leaders: Nodding. Agreement. Implementation panic. Common responses I hear: "That sounds great, but we have hundreds of thousands of customers!" "Our agents are already overwhelmed!" "We don't have the budget for that!" My response: Stop looking for universal solutions. What works for a boutique service with 50 clients won't work for a telco with millions. Your customers aren't the same as your competitor's customers. A healthcare provider needs different CX strategies than an e-commerce [...]
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