Beware the Blind Spots of your Customer Experience — Part 1

You didn’t consider the weather, so you came unprepared. BIG mistake.

Most businesses feel that the relationship with their customers is a simple transaction of goods and services. I believe this is false.

I make the argument there is a litany of smaller agreements that need to be fulfilled before the main transaction takes place. These silent agreements are blind spots in the customer experience that are losing revenue for small…