In this clip Graham Hill emphasizes the importance of analyzing customer complaints and comments, which is often neglected.
They highlight the gap between what customers are trying to achieve and the complex processes and experiences companies create for them.
He suggests that these convoluted pathways not only fail to align with customer goals but also do not convey a clear understanding of the company’s values. Despite this, customers are compelled to endure these processes over an extended period, even when they desire a different approach.
Find out more about Optima Partners -> Here
OptimaPartners
RO-AR insider newsletter
Receive notifications of new RO-AR content notifications: Also subscribe here - unsubscribe anytime
