The Path to CX Excellence for B2B Marketers
Consider this scenario. You order a gift for a friend online. You’re promised same-day service, but by the
time the sun goes down, nothing’s come yet.
You head to your friend’s birthday party gift-less
and running late (you were waiting for that package
to arrive!), tap into your ride-share app and there’s
a car only a minute away. You think your luck has
changed, except you then watch on your phone as the
driver heads in the wrong direction—the car arrives 15
minutes later. When you go online the next day to log a
complaint, the site is down
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