I do not tell you this story to impress you that I drive a Jaguar, but to impress upon you a few traits of the Transactional organization. In the Transactional organization the brand and the actual Customer Experience are not aligned. A great deal of time is spent by the Transactional organization in building its brand image, but it has not gone that critical one stage further and defined how it will manifest itself in the Customer Experience. This disparity drives customers to feel distrust and disappointment, as this consumer from our customer research1 outlined:
Mostly it’s unbelievable and I guess it’s a function of age and when you reach 38 you realize that they [companies] are projecting a message that in the majority of cases is far from the truth. Consumer interview
Customer Service Call Center Moment Mapping Customer Experience Telltale Sign
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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