The year customer experience died

News Summary

  • This was a rough year for customer experience.We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with companies like Salesforce and Adobe at the forefront.
  • It seemed companies cut back on customer service to the detriment of their customers’ experience and ultimately to the reputation of the brand.
  • When it comes to abusing your customers and destroying your brand goodwill, that example takes the cake.For too long we’ve been hearing about how data will drive better experiences, but is that data ever available to the people dealing with the customers?
  • And make no mistake: Your customer service is inexorably linked to the perceived experience of your customer.
  • We’re constantly being asked for feedback about how the business did, yet this thirst for information doesn’t seem to ever connect back to improving the experience.Consider the poor folks who bought tickets for Southwest Airlines flights this week.
  • Consider that the airline admittedly screwed up, but one representative of the same airline actually called the police on passengers for being at the gate.
This was a rough year for customer experience.Weve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with c [+1889 chars]