A colleague recently ran into a very frustrating customer experience. This situation raises the question why are so many companies placing the burden for good CX on the customer?
"After several unsuccessful attempts to pair a new smart home device with a products app, my colleague contacted customer service. In response to her inquiry, she was presented with a lengthy set of emails that detailed how she needed to completely reset her Wi-Fi router settings in order for the app and device to work properly! Their attitude was that the customer had the burden of making many changes so their app would work properly!"
The companys position was that the burden for good product results was on the consumer. The brand did not feel it had to accommodate customers reasonable needs!
So, ask yourself this: Are you making it easy for your customers to buy, use, and experience your products? And if youre not, what changes should you make?
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