CX HEROES & VILLAINS
This is borrowed from Katie Stabler CCXP and a leading CX Professional.
“ASICS I love you but you are yet another example of a company who has reacted to the demands of COVID but failed to fully design your new processes around your customer needs and wants.
* I returned a pair of trainers on signing your excellent 90 day returns policy
× I had to visit 3 UPS drop off points as 2 were closed for COVID
× Did not hear from you for 17 days, sent email…no response, so I had to call you
* I was told trainers were in quarantine & you were experiencing delays in returns
90 day return policy and safely managing returns are big ticks in my book but simply adding an email into your communications strategy to let your customers know about expected delays would smooth out the process and maybe consider offering alternative return routes than UPS.
Reacting to external environments is an absolute necessity but get enhanced results by working with intent and cultivate customer experience by design”.
PLEASE NOTE THAT WE ARE SIMPLY RELAYING STORIES AND AS SUCH ACCEPT NO LIABILITY FOR ANY STORIES TOLD ON THE MY HEROES AND VILLAINS SITE AND/OR PUBLIC POSTS CITING (THEIR) PERCEPTION OF THEIR EXPERIENCE. WE ARE ALSO WILLING TO POST ‘HERO STORIES ON THE SAME COMPANY.