From the course: Creating a Positive Customer Experience
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Key points in the customer journey
From the course: Creating a Positive Customer Experience
Key points in the customer journey
- I ordered a popular piece of exercise equipment. Well, actually, I asked for it for my birthday and Mother's Day and Christmas until finally, my husband took the hint and ordered it as a Christmas present. Its popularity rose greatly during the COVID-19 pandemic. And it turns out, there was a delay in shipments. So I was prepared to wait the extra six weeks for it to arrive. But then we got an email that it was going to be more than 10 weeks. And then another delay, so it was going to be closer to 12 weeks. And then it snowed a lot. So instead of arriving on Tuesday, they said it would arrive on Saturday. To say I was anticipating its arrival is an understatement. After all that waiting, I was really excited. But with all those delays, the delivery team was rushed, messy, and didn't seem to recognize what a moment in my life this was. I even got so excited, I announced, "I've been waiting 3 1/2 months." They…
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