To paraphrase Shakespeare, “How do I disappoint thee customers? Let me count the ways.“ With a customer experience being the key to making them happy and earning their continued business, it’s important to keep track on where things aren’t going well.
Over the years I’ve purchased from a lot of direct to consumer (DTC) brands. Always rooting for the underdog, they appealed to me on multiple levels. As a contrarian, the fact that these brands weren’t the default choice, made them
Having spent a lot of time over the years in Customer Experience/Support worlds, you get used to a certain vibe about customers.. Some of it comes with the territory given that most interactions are about problems, it’s an easy trap
If you’ve ever been in a meeting thinking “this meeting could have been an email” it’s not hard to understand why. Humans are narrative creatures, deriving our meaning from cause and effect, and the progression of events to a