Who controls the customer experience?


It’s a friday – everyone is set for the weekend at your office, and suddenly the unthinkable happens – all your systems go down because of a power outage. Problem is – they won’t boot back up and show different fault codes. At the same time, customers are calling in to order or chase their orders. Everyone in the office is blind in this case, as they can’t see what the customers ordered nor if the order was shipped out. Complaints start rolling in – the managers’ excuse is that the system is not working, this is not his fault.

Imagine your in the above situation – what would you do? Do you think you control the customer experience in this case? Because you do, no matter what the environmental circumstances are – if you show proper handling and understanding to the customer, they’ll get a better experience than just blaming everything on the system.

Click HERE to read an article on the topic.