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Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: How perception plays a critical role in building a great Customer Experience
Description: We have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren't quite so great as we thought we were. It's a matter of perception and understanding this concept can help avoid this mismatch in the future. One of our listeners, Damien, found himself in this pickle recently. His organization has delivery stats that paint a glorious picture of achievement. However, the customer surveys do not paint delivery with that brush at all. So, Da...