Every now and then bad customer experiences happen. I’d like to believe no (sane) organisation goes out of its way to deliver these. I’m lucky that this doesn’t happen to me often but when it does it feels like I’m being back paid. One of these not so nice experiences got me to write down some of thoughts on what a great customer experience should or can be. Its follow up, “How To Complain About A Bad Customer Experience In A Helpful Way” might be worth your attention. For now, let’s look at reasons for bad customer experience.
Early in the movie, Saving Private Ryan, is a moment when soldiers attempt to beach at Normandy. Many soldiers take a bullet and don’t make it to shore. Dead in the water. The living soldiers are taking heavy fire. Then there’s the moment, a soldier asks John H, Miller (played by Tom Hanks), “What should we do now?” Miller responds by saying they should get off the beach.
The soldier then asks, “What’s the rallying point?” and Miller (/Hanks) answers, “Anywhere but here!” There are many leadership lessons in that scene, but I’d like to focus on the rallying point.
Compelling vision sounds utopian. It should be. Vision that stirs hearts and inspires action is grand. The kinds of vision I’m talking about can even sound almost impossible. It’s vivid. This clarity is one of the reasons for frustration not only in the face of defeat but in small wins too. Defeat, and sometimes small wins, are part of the journey. We can expect them on the way to our preferred future.
Three years ago I was robbed at gun point. One of the most dramatic stories I have to tell. Shortly before it all “went down” I had a sense something unsavoury was about to happen. Somehow that ‘knowing in my knower’ anchored me. I didn’t freak out when it was all going down. As luck would have it, the police weren’t too far, and some people managed to help apprehend one of the perpetrators. The police carted him off to their shop. His accomplices got away. Fortunately, the perp caught is the one who had my MacBook Pro.
With a flood of content online, it isn’t always easy deciding what to ‘consume’. As much as there’s great content there’s an equal amount of rubbish, if not more. Do you have a content consumption manifesto? Are there any guides on what you decide to give your attention and time to while online? In this episode I thought it would be great to talk about what I look for in content online.