DCX # 137 | Why Your Customers Aren't Happy
25 GenAI Prompts to Conduct a Detailed CX Gap Analysis
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Why Your Customers Aren't Happy
Imagine this: your team spends weeks crafting smooth workflows, building cool tools, and designing experiences you’re sure customers will love.
Every box on your CX to-do list is checked.
But when the feedback rolls in?
Meh. Lukewarm responses, confused looks in quarterly reviews, and complaints popping up where you least expect them.
What’s the deal?
If you’ve felt this—pouring your heart into improving the customer experience only to get crickets or grumbles—you’re not alone.
It’s frustrating. It’s disheartening. And it’s costing you customers, revenue, and your team’s motivation.
Let’s figure out what’s really going on and, more importantly, how to fix it.
Where CX Teams and Customers Get Out of Sync
The problem usually isn’t effort; it’s alignment.
Customers come to you with a mix of expectations—some clear, others not so much.
And your CX strategy?
It might be built on guesses that don’t quite match what they’re looking for.
Think about this: when was the last time you asked your customers what they truly wanted, rather than assuming you already knew?
Misalignment often stems from working off outdated insights or skipping the "why" behind your data points.
For example, you might see a drop in app engagement and decide to redesign the interface, but what if the real issue is a lack of trust in your brand?
Here are a few reasons things might not click:
You’re Focused on the Wrong Thing: Your team prioritizes speed and convenience, but customers care more about feeling heard and valued. For instance, a faster chatbot response doesn’t matter if the bot can’t resolve their issues.
You’re Missing the Emotional Piece: Your data shows how efficient your processes are, but it doesn’t capture how customers feel about their interactions. Efficiency might be your metric, but empathy could be theirs.
You Assume They Know the Drill: You think your self-serve tools are a breeze to use, but customers are scratching their heads trying to figure them out. Sometimes, what’s obvious to you isn’t obvious to them.
The truth is, even the most sophisticated strategies can fall short if they’re built on assumptions rather than real-world insights.
Customers don’t care how much effort you put in behind the scenes; they care about how well your efforts meet their needs.
And when there’s a gap between what you think they want and what they actually expect, that’s where dissatisfaction creeps in.
Spotting the Gaps
Here’s the good news: it’s not about working harder; it’s about working smarter. The key is finding where your CX strategy and customer expectations don’t line up.
Time for a Gap Analysis. Think of it as your detective work to uncover what’s really going on. Here’s how:
Ask Better Questions: Surveys and interviews are great, but skip the generic stuff. Ask things like:
“What do you expect when you reach out to us?”
“Can you walk me through a recent frustrating experience?”
“How do we stack up against your favorite brand?”
Dig deeper into their answers. Don’t just note what they say—look for the emotions behind their words. Are they frustrated? Overwhelmed? Confused? This emotional layer is often where the real insights lie.
Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines. Look for patterns in complaints and compliments. What are the recurring themes? Maybe customers rave about your helpful support team but complain about long wait times. Or they love your product but find your onboarding process clunky.
Map It Out: Lay out your customer journey and find the rough spots. Where are expectations falling flat? Is it in the handoff from sales to support? Or maybe your app is harder to use than you think? Mapping the journey lets you see things from their perspective, not yours.
Reality Check Your Assumptions: Line up what you think customers want with what they actually say they need. Where’s the disconnect? If your team’s goals don’t align with customer expectations, you’re aiming for the wrong target.
Observe in Real-Time: If possible, watch customers interact with your tools or services. Seeing their struggles firsthand can reveal gaps you might never notice in feedback alone. Pro tip: Try shadowing your frontline employees for a day. You’ll get a clearer sense of what’s actually happening in customer interactions.
How to Close the Gap
Once you know what’s off, it’s time to fix it. Here’s how to bring your CX efforts in line with customer expectations:
Update What You Measure: Don’t just track efficiency; add emotional metrics like trust and confidence to the mix. These are harder to quantify, but they’re critical to understanding the full picture. For example, instead of just tracking how quickly an issue is resolved, measure how supported the customer felt during the process.
Make It Personal: Use customer data to tailor experiences. Tools like AI can help you personalize without overwhelming your team. For example, if a customer frequently orders the same product, send them a reminder or discount tailored to that item. Or, consider small personal touches like handwritten thank-you notes for high-value clients.
Keep Customers in the Loop: When you make changes based on feedback, shout it from the rooftops. Customers love knowing they’ve been heard. A simple email or notification saying, “We made this change because of you” can go a long way. Better yet, showcase these updates in your marketing to highlight how much you value customer input.
Test Before You Go Big: Try new ideas with a small group first. Gather feedback, make tweaks, and roll out the polished version. This way, you minimize risk while maximizing impact. Pilot programs also give you an opportunity to create champions among early adopters.
Equip Your Team: Give your frontline staff the tools and freedom to solve problems on the spot. Empowered employees equal happier customers. If your team feels confident and supported, they’ll deliver better service—it’s that simple. This might mean better training, clearer policies, or just more autonomy.
Revisit and Refresh Regularly: Customer expectations evolve. What works today might not work tomorrow. Make it a habit to revisit your CX strategy, update your processes, and stay ahead of changing needs. Think of CX as a living, breathing thing that needs constant care and feeding.
Wrapping Up: Listening Is Your Superpower
Making customers happy doesn’t happen by accident. It starts with listening—not just to what they say, but to the deeper story behind their words.
This week, focus on narrowing the gap. Dig into the emotional and practical needs of your customers. Get aligned with them, and you’ll not only see their satisfaction soar but also build loyalty that sticks around. And remember: every piece of feedback is a clue to making things better. All you need to do is listen and act.
What’s Next?
Let’s jump right into a hands-on gap analysis. It’s all about figuring out what really matters to your customers and making changes that they’ll notice and appreciate.
👇 Below, you’ll find a simple, practical process and 25 GenAI prompts designed to help you spot the gaps, fix what’s not working, and create experiences your customers will love. Keep reading to get the support you need to drive real, customer-focused change!👇
25 GenAI Prompts to Conduct a Detailed CX Gap Analysis
Conducting a CX gap analysis can feel like a big task, but it’s absolutely doable with the right preparation and tools. You’ve got this.
By preparing thoroughly, you’ll unlock deeper insights, enabling you to take precise action to close the gaps. With this step-by-step process and curated GenAI prompts, you can dive into the details of your customer experience and turn insights into meaningful improvements.
Preparing for Your CX Gap Analysis
Before diving into the gap analysis, make sure you’re set up for success. Here’s what is helpful to have on hand:
Customer Feedback Data: Gather reviews, surveys, social media comments, and CSAT scores to uncover recurring themes and specific pain points.
Customer Journey Map: Have a clear visualization of your customer’s journey, including touchpoints, handoffs, and potential friction areas.
Current CX Metrics and KPIs: Collect data on what your team is already measuring—response times, resolution rates, NPS, etc.—to identify gaps in evaluation.
Competitor Benchmarks: Research what your competitors are doing well to identify best practices and set expectations.
Stakeholder Buy-In: Ensure you have support from leadership and team members to implement changes based on the insights you uncover.
[IMPORTANT - Before using these prompts with your data, ensure you have the proper permissions to access and analyze it. If the data includes any personal or sensitive customer information, take steps to anonymize it to protect privacy and comply with relevant regulations. Always prioritize ethical handling of customer data as you conduct your analysis]
Prompts to Nail Your CX Strategy
Follow this step-by-step process to conduct a gap analysis. Use the prompts in each step to get actionable insights and identify where customer expectations don’t match your current offerings.
Step 1: Define Customer Expectations
Prompt 1: "List the top five things customers most commonly expect when interacting with [specific product or service]. Include examples from feedback or reviews to support your findings."
Prompt 2: "What emotional needs and motivations might customers bring to [specific touchpoint or interaction], such as security, excitement, or relief?"
Prompt 3: "Identify examples of ‘best in class’ CX experiences in our industry. Break down specific practices or policies that make them stand out."
Prompt 4: "How do customers describe their ideal experience with [specific service or platform] in their own words? Extract quotes from customer feedback or surveys."
Prompt 5: "What common frustrations or unmet needs do customers express about similar products or services in the market? Rank these by frequency and impact."
Step 2: Audit Current CX Offerings
Prompt 1: "What are the key CX elements we’re currently delivering well, based on customer feedback or NPS trends? Provide examples of positive feedback for validation."
Prompt 2: "Where do our current processes create friction for customers, and what behaviors indicate these pain points?"
Prompt 3: "Analyze customer complaints: What are the top three recurring frustrations? Identify the root cause for each."
Prompt 4: "How effectively do our tools and resources address the key needs customers express in feedback? Highlight areas where tools fall short."
Prompt 5: "What specific gaps exist in our onboarding or training processes for customers? Look for drop-off points and common questions."
Step 3: Compare and Contrast
Prompt 1: "Compare our customer journey map with the ideal customer expectations you identified. Highlight the top three mismatches."
Prompt 2: "What elements of our CX strategy are misaligned with the priorities customers rate as most important?"
Prompt 3: "How does our approach to resolving customer issues differ from what customers expect in terms of speed, empathy, or personalization?"
Prompt 4: "What areas are we underperforming in compared to our competitors, and what specific practices set competitors apart?"
Prompt 5: "Identify customer complaints that indicate systemic issues, such as bottlenecks or inefficiencies. What patterns emerge?"
Step 4: Identify Root Causes
Prompt 1: "What internal processes or policies contribute most to customer frustration? Suggest specific areas for improvement."
Prompt 2: "How do current resource limitations (staffing, budget, technology) impact our ability to meet or exceed customer expectations?"
Prompt 3: "Analyze recurring themes in customer feedback to identify deeper systemic issues. Categorize these by department or process."
Prompt 4: "What cultural or organizational barriers are slowing CX improvements, such as silos or lack of accountability?"
Prompt 5: "Which KPIs or metrics are driving our focus in the wrong direction? Recommend alternative measures that align better with customer priorities."
Step 5: Develop an Action Plan
Prompt 1: "What quick wins can we implement immediately to address the top CX gaps? Prioritize by effort and potential impact."
Prompt 2: "What longer-term initiatives could transform our customer satisfaction and retention? Include key milestones and measures of success."
Prompt 3: "Which teams or departments should be directly involved in addressing specific CX gaps, and what roles should they play?"
Prompt 4: "What tools or technologies could improve alignment with customer expectations? Highlight their potential benefits and ROI."
Prompt 5: "Which specific metrics should we track to measure the success of CX improvements, and how can we ensure consistent monitoring?"
By refining these prompts with actionable details and clear objectives, you’ll get sharper insights and a roadmap to bridge the gap between customer expectations and your current CX offerings.
What Successful CX Leaders Do on Sundays
DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. Dive into the latest edition now!
👋 Please Reach Out
I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
Here’s how you can get involved:
Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
Stuck on something? Whether it’s a CX challenge, strategy question, or team issue, hit me up—I’m here to help.
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— Mark
www.marklevy.co
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📌🚀Grab my Free CX Leader’s Guide to Organizational Buy-In
Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Learn how to rally every department around customer obsession, click the button below to get started:
Join the global community of 1,100+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today!