Experience Audit
Definition
A review of the end-to-end customer experience, including website, store, packaging, service, sales process, onboarding, and communications. It focuses on friction, inconsistency, and broken moments.
Why it matters
Promotions cannot outrun a poor experience forever. Fixing friction often improves conversion and retention more reliably than adding more spend.
How it connects
This section is being drafted by the maintainers. Editors with content for "How it connects" can propose a draft.
The framework
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Inputs & outputs
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Examples
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Common pitfalls
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Further reading
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