Welcome to the 29th edition of the CX by Design Ideas newsletter. This is a monthly mailing by your hosts, Lis Hubert and Diana Sonis, where we focus on sharing human-centered ideas for business. Thank you for being here. We appreciate you. P.S. Was this email forwarded to you? You need your own!
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Los Angeles, CA - Tuesday, April 5, 2022
Hi friends,
We've been in the CX business for a long time now. Over the years the theory that it's a good idea to provide "good CX" never changed. However, the definition of what a good "customer experience" is has gone through many iterations.
Good CX evolves with the times. For example, prior to social media, good CX meant a helpful, efficient, and pleasant in-store and/or phone/email experience. Customers may have been willing to wait a bit longer for issues to be resolved.
After social media, the urgency of issue resolutions has sky-rocketed. Customers aren't willing to wait anymore. It's the nature of our immediate online interactions spilling over into offline experiences.
Another example of CX evolution is shipping timelines. Amazon changed the game for all businesses (not just e-commerce retailers). The efficiency and cost basis of Amazon shipping is virtually unparalleled. It can be hard for smaller businesses to keep up. And, I am not referring to mom-n-pop shops here, but other retailers with revenues in the millions.
We, as customers, are now surprised if a retailer doesn't offer free shipping and pre-paid returns. It can be a somewhat unpleasant customer interaction to find out that you must pay to return an item you've bought.
How has your organization's CX evolved over time? Have you noticed a change? Have you evolved with the times?
We're always curious to hear about your experiences. Please reach out and let us know!
Take care until next time,
Diana Sonis
Founding Partner
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