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Common mishaps with Customer Experience (CX) design

There are many reasons your Customer Experience program can fail; however, being mindful of these potential mishaps can help you maximize your probability of success:

  • The listening process is too simplistic, irrelevant, too long, or disjointed
  • Lack a close-the-loop or account follow-up process
  • Become fixated on a single metric or score
  • Survey feedback standing alone as the customer indicator
  • Contact database less than ideal

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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