Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “Turn Upside Down How PAIN is Perceived in Innovating CX and Brand Management”.
I am glad to say that I haven’t really had many bad customer service experiences, just some that fell short of expectations or I was disappointed in. Did this cause me “pain”? No, not in the literal sense but it did show a gap between expectations and my willingness to “accept” what was not to my liking.
The most recent example came when I took my wife to a great resort spa for her birthday, just a quick overnight stay at a spa that was rated in the top 5 in the country. Everything was top notch, a beautiful property, excellent bellman & front desk service and the spa was fantastic!
The employees were so friendly and professional, we had a great time.
Now I know why they are rated so high, they deserved it…
But when most of the company is operating at such a high level, the departments that do not maintain the same level of service really stand out.
This happened with the (more…)