Experience Is Everything out now! Order your copy.
“We value your feedback.” “Thanks for your patience.” “We apologize for any inconvenience.” Most of us have heard these lines so many times that we can feel our skepticism kick in before the sentence even ends. That reaction isn’t cynicism for no reason. It’s what customers learn when the message sounds caring but the experience doesn’t match the promise.
We get honest about how organizations “fib” to customers without meaning to, from org charts dictating the customer journey to feedback that vanishes with no follow-up. We also tackle the biggest expectation gap of all: overpromising, and why the goal isn’t perfection, but believable, honest CX leadership that keeps the promises we choose to make.
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Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is a certified customer experience expert, USA Today bestselling author, CEO, and international keynote speaker. More than 800,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR. Get Jeannie’s insights in your inbox each week by subscribing to The Weekly Win and follow her on LinkedIn, Instagram and YouTube.