Any point of friction in a business can lead to a negative customer experience. A common friction point in a business is the refund/exchange process. Some businesses get it right and others, not so much. It matters.
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In Customer Experience, first impressions matter.
As a Customer Experience Guide, I pay attention to my reactions to customer experiences. I simply can’t help it. My CX barometer is always on. Why was I dreading the thought of returning to this store to exchange a product?
Hanging on or letting go.
My attention went to a tree towards the path’s edge. What drew me to this particular tree?
A perfect day…..for me.
And that thought provoked a question and it’s been headbutting me ever since. What would a perfect day look like? Feel like?
The weight of worry.
Worry can be a toxifying foe. Its only friend is doubt, which is to say no friend at all.
I love you too much to not call 911.
“I need help”. Three unforgettable words, no more than a faint whisper. Seconds became a lifetime. Time stands still. I’m standing on the edge of before and after.