When youre truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way.
But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies dont know their customers as well as they think they do. As a result, they overlook the pain points damaging the customer experience. When left unattended, that gap can quickly grow into a chasm.
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