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What's the Worst Customer Experience You've Ever Had?

By Jim Tincher, CCXP posted 07-11-2019 12:09 PM

  
As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn't always a reality. Sometimes, companies "follow their gut," doing things that clearly don't stem from customer needs. For example, I have a friend who recently attempted to purchase glasses online, and apparently, her facial measurements are outside of average, so the company not-so-helpfully made her confirm the entered dimensions more than three extra times (presumably to avoid the bad experience of receiving glasses that were the wrong size). Whatever the intentions, this left her feeling self-conscious and annoyed - not to mention that the delivery took much longer than promised.

So, I'm wondering, what is the worst example of inside-out thinking you've seen? If you're so inclined, let me know by filling out this super short questionnaire: https://www.surveygizmo.com/s3/5074581/0012ce2d0322
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