"Americans know these practices well: it's being forced to wait on hold just to get the refund we're owed; the hoops and hurdles to cancel a gym membership or subscription […] Companies often deliberately design their business processes to be time-consuming or otherwise burdensome for consumers, in order to deter them […] with the goal of maximizing profits."
"The plan to improve corporate CX is called 'Time is Money.' […] customer experience and service has bubbled up into the Presidency's consciousness. That means it's important, right?"
#customer-experience #biden-harris-administration #corporate-practices #consumer-rights #cx-improvement
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