A Hot and Cold Customer Experience.
On the way to a concert Sunday evening, my wife and I stopped to grab a quick meal at one of our regular tex-mex fast food restaurants. After patiently waiting in line, we got to the front and the server asked, “Can you wait a few minutes while I fill these on-line orders?”
I was not impressed with them giving priority to online customers over those who took the time and effort to be in the store, so I tweeted my displeasure. By the time we were sitting in our seats at the concert an hour later I had received an apologetic response from the company’s social media team and a promise to follow up.
https://www.cmswire.com/customer-experience/is-your-voice-of-the-customer-program-all-talk-and-no-action/
We are all suffering from survey fatigue. Every single store on a recent shopping trip asked us to fill in a survey by going to a URL the sales associate helpfully circled on the receipt. It sometimes feels as if you can’t undertake any retail transaction these days without being surveyed.
And how many of these do you fill in, or respond to? I’ve seen and heard industry statistics that suggest that up to 90 percent of customer experience surveys are ignored. Why?
https://www.cmswire.com/customer-experience/is-your-voice-of-the-customer-program-all-talk-and-no-action/
