BizSugar.com › Customer Service › 9 Customer Experience Errors

Customer experience is replacing quality at the forefront of the brand agenda. It is one of the most complicated constructs to both understand and manage as it concerns the feelings and impressions a customer forms as a results of all its interactions with the brand, be they with people, services or products, direct or indirect, all contributing to the overall customer experience. As customer experience is developed over time, across multiple channels, businesses often tend to make the same mistakes.