Easing customers' frustrations with your business

05/15/2013 | FastCoDesign

You may have a difficult time retaining customers if they are unhappy with inefficiencies in the way your business operates, writes Jeneanne Rae, CEO of Motiv Strategies. Try developing a "touchpoint map" that catalogs the interactions customers have with your company and identifies what's working and what isn't. "By addressing pain points with an operational mindset, leaders can make efficiency gains that improve the customer experience and the company's bottom line," she writes.

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