We all know that looking at things under a microscope can change your perspective and can affect the way you then view them. What is seen is also dependent on who is looking through the lens and how they approach examining what is there. What one person misses, another sees.
If you have previously relied on past experiences, instinct, guesses or opinions to identify pain points for your customers, maybe it’s time for a different point of view.
By conducting a Customer Experience (CX) Audit, you benefit from a fresh focus and different perspective on understanding the friction points for your customers. Only by examining this can you effectively identify the gaps and potential opportunities to strengthen customer loyalty and improve customer satisfaction ratings.