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Hello, hello Reader 👋 Is this the name you would like to be greeted with? In my last email, I asked you to share with me a bad customer experience you had lately. Here’s the fill-in-the-blanks prompt I gave to help you get started: “Last week I was at … I know it’s not really fun having to recall bad experiences. But still, I invite you to play along if you fully want to understand my point. I’ll explain to you what this is all about in a moment, but first let me share mine. Last December, I came across an ad on my phone that caught my attention. I clicked the link to learn more and was invited to complete a habit quiz that would reveal what kind of procrastinator I am. But of course, I had to pay to get my personalized procrastination buster plan! I don’t know in what kind of mood I was in that day, but I did go ahead with their 3-month plan. But nothing happened. I tried again. Nothing. I checked if I had received a payment confirmation or welcome email. Nothing. So only then I decided it was not for me anyway!
A month later, in the post-holiday-back-to-school frenzy when I reviewed my credit card statement, I saw that the payment did go through. What?!?
But wait, there is more! I wouldn’t have inclined to take their procrastination quiz if I knew I had no problem with that, right?
So I didn’t take care of it right away and kept pushing it to later until I forgot, and … the renewal, at double the price, happened!
This time I didn’t wait and contacted their support right away.
First time, I gave them the benefit of the doubt, thinking I’ve been misunderstood.
But the second time, I really understood that they weren’t even open to simply acknowledging that I’d had a bad onboarding experience, let alone offering me a solution to regain my trust.
So I wrote to them again, sharing my views on what I expect from a company that cares about its customers by putting the customer experience at the center of its decisions.
Then… silence!
I waited a few weeks and wrote them back.
I don’t know what happened this time, but it seems that my email landed in someone’s inbox with a much more openness and understanding of customer experience.
It’s not entirely resolved yet, but I now feel seen and heard, and I’m confident it will end on a good note.
I’m not telling you anything new by saying that the customer experience is important, and that it’s best to aim for a positive one. But incredible as it may seem, some companies prefer to focus on volume rather than quality. Or rely too much on automation or outsourcing (and I’m not talking about AI here) without keeping a close watch on how things evolve. While other times, managers simply don’t realize the impact their decisions can have on the experience the customer ultimately receives. Until it’s too late…
via Swear Trek on GIPHY And do you know what? You and I are not immune to creating a disruption between what we want to offer and what our customers receive. Life happens, and things fall through the cracks despite our best intentions. I’m not saying that everything has to be perfectly oiled, from the start and all the time. We’re only human, and that is exactly what makes us relatable to our customers. And, help us improve! But what if you could intentionally create even more incredible experiences while having fun? Imagine how it would make you stand out 🤩 Sounds like something you would like to explore? If so, I’m inviting you to jump on my wait list. You’ll be the first to know about the new program I’m cooking up behind the scenes as soon as I’m ready to open the doors. Just a friendly heads-up that spots will be limited and will be available on a first-come, first-served basis! 😊 There’s no need to complete any forms! Simply click the YES button below, and you’ll be instantly added to my waitlist.
Keep sending me your bad customer experiences (doesn’t have to be as detailed as mine; just hit reply to this email whenever you’re ready), as we’ll continue the discussion in my next email 🤓 P.S.: I’m moving things around in the backend to make place for a new project. Can you help me spot “bad experiences” regarding my site, your members’ area, communications, or whatever? I would really appreciate your help with this! It will make it so much easier for me to fix and improve everything that needs attention. Thank you! === Disclosure: From time to time, I will include links in the emails that would include promotions for my own products or affiliate products, meaning I get paid when you buy the product. However, I only ever mention products I love and would recommend whether I was being compensated or not. Always use due diligence when buying anything and remember, what works for me may not always work for you! Thank you so much for your support of Stephie The Happy Mom! To make sure you keep getting these emails, please add [email protected] to your address book or whitelist us. |
April 11
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