For many (really many) years now we’ve been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm – that’s been in the make for decades – started being felt.
The disconnect between what we believe as businesses to be valuable for customers and what customers – people – see as valuable. The signs, research and impact are known since so long. Just take the famous customer experience delivery gap I mentioned here.
https://www.i-scoop.eu/the-harsh-truth-about-customer-focus-in-the-board-time-to-get-real/
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