A track team competed in the 4×400. Each runner on their team had the fastest lap of their respective group, but they still lost the race. What happened?
They struggled with all the hand-offs.
It’s a simple metaphor, but it’s useful in demonstrating the yawning gap between transaction and journey-based customer feedback. Transaction-based feedback focuses on a single interaction that a customer has with a company. How was checkout? Delivery? Maintenance? Journey-based....