All tagged CustomerEscalation
Catastrophic breakdowns along a customer journey happen. And, we usually aren't surprised if we're fired as a result of a significant failure to deliver. But, what about the customers that fire us when there's been no significant negative interaction?
Things will not always go as planned. Even companies consistently providing the best experiences, have process breakdowns leaving customers feeling like it's too hard to do business with them or that they don't care. And, technology can exacerbate tough situations when it doesn't provide answers to questions customers need answered. And, employee training or lack of can lead to friction in the customer experience you provide. Things will go wrong. Guaranteed.