The Customer (Support) Experience

When Things Go Well…
Think of some of your favorite companies. What keeps you coming back?
Big shout out to Chewy. I recently changed my shipping address but then saw an email confirmation indicating my auto-ship order for my dog Chief’s food was en route to my old address. A quick chat with Ross later, and another bag was on its way to me at no extra charge or hassle.
When Things Go Poorly…
Now think about companies you’ve turned your back on.
I experienced a major service failure with an event software company ( I won’t name names). Days before a big event, calendar invites hadn’t been automatically emailed to RSVPs as expected. I knew this was going to hurt our live attendance rate.
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