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Tag: effortless

Corporate Branding

Customer Journey: Believe That Customers’ Experiences Should Be Effortless And Predictable Is Overly Simplistic – And Can Even Backfire

16 min read

Companies often believe they should make their customers’ experiences as effortless and predictable as possible. But the authors’ research shows that this approach is overly simplistic – and can even backfire. While in some instances (say, watching movies on Netflix) customers want their journeys to be easy and familiar, in

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