{"id":46558,"date":"2019-04-20T01:35:42","date_gmt":"2019-04-20T05:35:42","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=46558"},"modified":"2019-09-18T04:19:57","modified_gmt":"2019-09-18T08:19:57","slug":"customer-experience-is-dead-long-live-customer-experience","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/customer-experience-is-dead-long-live-customer-experience\/","title":{"rendered":"Customer Experience Is Dead! Long Live Customer Experience!"},"content":{"rendered":"<p>Do you ever get the feeling that some people just can\u2019t stop talking about customer experience and some people just can\u2019t catch on?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>I\u2019m glad my life doesn\u2019t include anything as dramatic as <a href=\"https:\/\/www.forbes.com\/sites\/allenstjohn\/2014\/04\/21\/the-king-is-dead-long-live-the-king-or-queen-in-game-of-thrones-episode-403\/#3a1d7f7570b9\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">the overthrow of monarchs<\/a>, but I\u2019ve faced some dramatic differences in customer service recently.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>Don\u2019t people know that customers can instantly share bad news to a global audience?<\/li>\n<li>Don\u2019t people realize that <a href=\"https:\/\/www.sogolytics.com\/customer-satisfaction-survey\/\" target=\"_blank\" rel=\"nonoopener noopener noreferrer\">customer satisfaction<\/a> has a huge impact on bottom line?<\/li>\n<li>Don\u2019t people know that <a href=\"https:\/\/www.superoffice.com\/blog\/customer-experience-statistics\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">customer experience is the most important thing ever<\/a>?<\/li>\n<\/ul>\n<p>As someone who spends a great deal of time thinking about customer experience, I\u2019m often surprised to discover how those who provide customer service handle the responsibility. Two quick examples:<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Bad CX: Unstable Cable<\/h2>\n<p>A few nights ago, I turned on my TV, only to be met with a blue screen scarier than any horror movie. An error message informed me that the box was not authorized and that I could call a given phone number for more information. Of course, I did all kinds of testing to see if I could resolve the issue myself, but ultimately I called the number.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>During the course of my call (Spoiler: The blue screen wins.), I spoke with an agent who repeatedly asked me for the same information, expressed that I\u2019d need to pay for a service call if it turned out to be my fault, and generally did not come off all that well.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Agent:<\/b> So, turn off the box, tell me when it\u2019s been five minutes, and turn it back on.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Me:<\/b> Okay, so I\u2019ll turn it off for five minutes. Should I call you back if it doesn\u2019t work?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Agent: <\/b>No, you need to stay on the line with me. Tell me when it\u2019s five minutes.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Me: <\/b>Okay, so you need me to turn off the box, watch the clock for five minutes, stay on the line, tell you when five minutes has passed, and then turn it back on?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Agent: <\/b>Exactly.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Me:<\/b> Okay, fine.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Agent: <\/b>Thank you, ma\u2019am. And ma\u2019am, you have a very beautiful voice. Are you a singer?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Me:<\/b> No, I\u2019m just trying to be patient.<\/p>\n<div class=\"div-spacer\"><\/div>\n<p>Not great. The agent ended up scheduling a maintenance call for me as a follow-up.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>The next day, while at work, I received a voicemail that said little more than \u2018This is [your cable company]. Please call us back at [this number].\u2019<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>I called back and spoke to someone who told me that my case had been escalated and that I should check my TV right now to see if it worked.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Agent 2:<\/b> Can you check it now?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Me:<\/b> No, I\u2019m at work, but I can check it when I get home and call you back.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Agent 2: <\/b>What time can I call you?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Me:<\/b> I\u2019m not sure what time I\u2019ll be home. Is it okay if I call this number?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><b>\u00a0 \u00a0 \u00a0Agent 2<\/b>: I can schedule a call with you. How about 6?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>The good news is, my TV worked when I got home, so no more calls, for now.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Good CX: Let Them Eat Muffins<\/h2>\n<p>It was my parents\u2019 wedding anniversary this past weekend, so I took them out to breakfast. Since the place they chose is also a hotel, the server asked where we were from. They mentioned that they were local, and I happily (nudgingly?) told her that it was their wedding anniversary.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>A short while after we received our food, the server returned with a chocolate muffin with a lighted candle on top, as well as a little chocolate sign that read \u2018Happy Anniversary!\u2019 When she handed me our check later, she told me she\u2019d given us the local resident discount. My parents, who\u2019d been there several times before, were surprised by both results.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>See how the good news story ends so much faster?<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2><b>CX, Can You Hear Me?<\/b><\/h2>\n<p>Is the quality of cable service I receive related to the fact that I can\u2019t change my provider, based on where I live?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Are people in the hospitality industry just better at being hospitable?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Do organization\u2019s leaders value customer experience enough to provide thorough and meaningful professional development for those on the front lines of customer service?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>So many CX questions.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Need CX answers?\u00a0<a href=\"https:\/\/www.sogolytics.com\/customer-experience-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">Let me hook you up.<\/a><\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-46467 size-medium\" src=\"\/blog\/wp-content\/uploads\/2019\/04\/cupcakesquare-300x300.jpg\" alt=\"Good CX\" width=\"300\" height=\"300\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Do you ever get the feeling that some people just can\u2019t stop talking about customer experience and some people just can\u2019t catch on? I\u2019m glad my life doesn\u2019t include anything as dramatic as the overthrow of monarchs, but I\u2019ve faced some dramatic differences in customer service recently. Don\u2019t people know that customers can instantly share bad news to a global audience? Don\u2019t people realize that customer satisfaction has a huge impact on bottom line? Don\u2019t people know that customer experience is the most important thing ever? As someone who spends a great deal of time thinking about customer experience, I\u2019m often surprised to discover how those who provide customer service handle the responsibility. Two quick examples: Bad CX: Unstable Cable A few nights ago, I turned on my TV, only to be met with a blue screen scarier than any horror movie. An error message informed me that the box was not authorized and that I could call a given phone number for more information. Of course, I did all kinds of testing to see if I could resolve the issue myself, but ultimately I called the number. During the course of my call (Spoiler: The blue screen wins.), I spoke with an agent who repeatedly asked me for the same information, expressed that I\u2019d need to pay for a service call if it turned out to be my fault, and generally did not come off all that well. \u00a0 \u00a0 \u00a0Agent: So, turn off the box, tell me when [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":5035,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204],"tags":[176,216,60,62],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Experience Is Dead! Long Live Customer Experience! - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Do you ever get the feeling that some people just can\u2019t stop talking about customer experience and some people just can\u2019t catch on? 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