I just ran across an article on CRM Daily called “Customer Service’s Gap Between Intention and Reality” that starts as follows:
When it comes to looking after our customers, quite often there is a gap — a huge gap — between theory and practice.
My take: Let me start by saying that I don’t believe that there is a gap between theory and practice. That’s because there are, in fact, many gaps. I took a quick stab at highlighting 6 major customer experience gaps.
Why is this detail important? Because you can’t systematically solve customer issues until you understand exactly which gap(s) have the problem.
The bottom line: Don’t let your customer experience get lost in the gaps.