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  "documentTitle": "Bridging Customer Experience Gap",
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  "notes": "The chart displays 10 distinct criteria rated on a 5-point scale from Excellent to Very poor.",
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      "text": "Why customers rate certain online experiences more highly than others is not always simple to explain, and variances by sector show the importance of scrutinising and tracking expectations over time.",
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      "text": "Philips' Cahill notes there are 'tiers of expectation' to uncover and apply to online CX. \"You have to look at your industry and your vertical. The major trend is frictionless interaction and that's a thread that can go across everything. The bar around service is certainly higher because of the access customers have on platforms like Twitter\", he adds.",
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      "text": "Figure 16: Thinking about your recent online experience dealing with this company, please rate it for the following.",
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