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What's the worst 800-line phone greeting you've ever heard? Whatever it was, I bet I can top it with the one featured in this month's newsletter.
I was reminded of this 800-line greeting after personally encountering quite a few really awful customer experiences over the past month. But what was notable about those bad experiences is that they were largely "self-inflicted."
The companies involved weren't dealing with overly challenging circumstances. They were simply doing foolish things that stoked customer frustration -- things that could have been avoided if someone in the organization had just taken a step back and asked the most fundamental of questions: How might this interaction be making our customer feel?
I encourage you to ask that question frequently in relation to your business. Because if you don't, you'll likely end up with customer touchpoints that'll feel a lot like that dreaded 800-line greeting you're about to listen to!
Best regards,
Jon Picoult
Founder, Watermark Consulting
Author, From Impressed To Obsessed
P.S. Customer Service Week 2023 is less than 90 days away! This annual October event is a great opportunity to refocus and rally your teams around customer experience. Learn more.
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