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Customer service operations & contact centers are going through dramatic changes in every organization and respective departments.
Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article in Psychology Today, co-written with Dr. Grant Brenner. We dive deep into using emotional intelligence to achieve great experiences.
The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them up has gone smoothly, obtaining help to address product questions is easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere.
It boggles my mind when great brands make bad decisions that directly impact customer experiences. I recently encountered a situation that clearly demonstrates an example of Doing CX incorrectly.