The 6 Gaps Between Intentions And Reality March 4, 2008
Posted by Bruce Temkin in Customer experience, customer service.trackback
I just ran across an article on CRM Daily called “Customer Service’s Gap Between Intention and Reality” that starts as follows:
When it comes to looking after our customers, quite often there is a gap — a huge gap — between theory and practice.
My take: Let me start by saying that I don’t believe that there is a gap between theory and practice. That’s because there are, in fact, many gaps. I took a quick stab at highlighting 6 major customer experience gaps.
Why is this detail important? Because you can’t systematically solve customer issues until you understand exactly which gap(s) have the problem.
The bottom line: Don’t let your customer experience get lost in the gaps.
[...] on March 4, 2008. Forrester Analyst and all-around smart guy commented on a CRM Daily article called “Customer Service’s Gap Between Intention and Reality”. He [...]
[...] There are many potential miscues that can create poor experiences [...]
Bruce this is a useful expansion of the original point and a great summary for CEM managers to use in analysing their own customer experiences.
Hello mr Temkin, i am a student whos investigating customer experience related issues and i must say that it is one of the best places i have found for this. better than several books i read. Your blog is very informative, clarifying, changes perspectives.. i must say Excellent in terms of knowledge and points of view i was forces to crash myself with! maybe thanks to rarity of conscise minds among cem professionals and educators;-) thanks a lot also for revealing small parts of forrester reasearch
Ola: Thanks for your feedback. I am happy to hear that you’ve found my blog to be useful. As a student, you’re in a great position to learn new things. Hopefully when you go into the work world you’ll be able to help companies do a better job with customer experience!