"We value your feedback.” “Thanks for your patience.” “We apologize for any inconvenience.” Most of us have heard these lines so many times that we can feel our skepticism kick in before the sentence even ends. That reaction isn't cynicism for no reason. It's what customers learn when the message sounds caring but the experience doesn't match the promise.

We get honest about how organizations "fib" to customers without meaning to, from org charts dictating the customer journey to feedback that vanishes with no follow-up. We also tackle the biggest expectation gap of all: overpromising, and why the goal isn't perfection, but believable, honest CX leadership that keeps the promises we choose to make.

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Resources Mentioned:
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Experience Investigators Website -- https://experienceinvestigators.com

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