Do big companies actually care about customer experience? O'Reilly Auto Parts fixed a stranger's car for free, while an airline's broken systems left customers unheard. Most people don't want money; they want to be listened to.
Chapters
Do you feel powerless when it comes to being a customer and giving feedback to big companies? Do you think your reviews are taken seriously? Something we're going to dive into on this episode is the CX customer experience journey and understanding it from a couple different lenses. On one hand, when you're at a company, you probably always hear about the negative and the not good from customers. People aren't jumping to give you positive reviews when it's just a expectation. It's something that you did what you were supposed to do. Even if they go above and beyond, I'll be the first to admit there's probably not enough praise and things happening there. On one hand, we have examples like O'Reilly Auto Parts and the workers at that store going above and beyond with a broken serpentine belt with his dogs in Highway 29, Wisconsin, with not a ton of other options to literally help me get it installed and working. And again, going above and beyond. I found out who their manager was, made sure that they got state gift cards to the local restaurant and blasted that out and was just so excited about it. I'd love if more people did that. And on the flip side, there's a certain airline that has let me down multiple times, dropped the ball. I've noticed known issues not being addressed, disparate systems leading to poor customer service experiences and what those front lines are or are not empowered to do. And I wonder sometimes which companies actually have the courage and conviction to take these things seriously, to actually really care and to show that they're listening. Most of the time, I don't know if y'all would agree, it's not money or compensation that we're seeking. Most of the time it's being listened to, being heard, and feeling like somebody actually cares. Personally, that's more the point for me, is if there are known issues in these disparate systems and these poor contact center frontline folks don't have the tools to address real issues or really understand their customer journey, I don't feel that company's doing a good job of empowering their people to actually care about the customer experience. And they can talk about it all they want, their core values and big corporate meetings, but they're dropping the ball. More to come on this next episode of Win With Web. Let's get it, guys.
