I try not to use this blog as a sounding board for the customer experience blunders that I run into. Periodically, however, it makes sense to share some of those experiences as a source of insight (and a bit of humor). It turns out that my wife recently had a couple of interactions that were particularly noteworthy…
Dick’s is not Dick’s. My wife found a tennis racquet that she wanted on the Dick’s Sporting Goods Website but wanted to get it immediately so she went to the Dick’s store to buy it. She found the raquet, but it was priced nearly $30 more than it was on the Website. When she showed the customer service person the price online (she had printed out the page from Dick’s Website), the person said he could not honor that price because: “We have nothing to do with Dick’s Website, it’s a completely separate business.”
- My take: Don’t let your internal organizational structure cripple your customer experience. If you portray yourself as a single brand, then act like it.
Comcast turns solutions into problems. Comcast has been regularly eliminating our email addresses for no reason; so we need to keep calling them (I’m on the edge of ranting, but I’ll hold it in). When they recently restored the email, they did not notify us that 1) the server problem was fixed or 2) that they had changed the password. So my wife called Comcast and they gave her the new password. It ended up working only once. Why? They hadn’t told her that she needed to go to Comcast.net and change the password. It took three calls and most of a day to restore our email that Comcast eliminated for no reason.
- My take: Comcast continues to earn its position on the Customer Service Hall Of Shame and near the bottom of Forrester’s Customer Experience Index. The company needs to make sure that it CARES (Communication, Accountability, Responsiveness, Empathy, Solution) for its customers. A bit more communication and accountability and this ridiculously bad experience would have been much better.
The bottom line: Don’t forget to look at experiences through the eyes of your customer.