1. Not knowing who is using your services: Customers often feel like just another number when interactions are generic and fail to cater to their specific needs or preferences. Tailored communication and services can bridge this gap.

  2. Inconsistent experiences: Whether it's online, in-store, or through customer support, inconsistency in tone, service quality, or information can frustrate customers.

  3. Delayed responsiveness: Long wait times or slow responses—whether through email, chat, or phone—can leave customers feeling undervalued.

  4. Poor communication: Unclear or incomplete information about products, services, or processes can lead to confusion and dissatisfaction.

  5. Technology disconnects: When apps, websites, or tools are clunky, outdated, or difficult to use, they create friction in the customer's journey.

  6. Failure to resolve issues: A bad resolution—or no resolution—of customer complaints or queries can seriously damage trust.

  7. Lack of proactive engagement: If companies only react to problems instead of anticipating customer needs, they miss out on opportunities to delight.

  8. Your Employees Experience: Do you really understand their challenges at every part of your customer’s journey? What is your employees journey when they are working through all of the above?

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Areas for improvement: