Last week I was at a leading coffee chain at Indira Nagar in Bangalore for a quiet meeting with one of my clients. However, from the moment we occupied the table, a server insisted on hovering next to me waiting for my order. I requested her to give me some time but she didn't budge. After she brought my order, she came again in seconds with the bill. Her whole objective seem to have been to quickly empty the table for the next customer. I was disgusted at the attitude.
Hand putting check mark with red marker on poor customer service evaluation form.
Many companies have the mistaken belief that it's enough to set up a customer service team and wait for a miracle to happen.
So, why is it that all these positive intentions don't lead to getting the customer experience right? While CEOs and business leaders may come up with many reasons, I have observed three fundamental issues.
Many companies still focus on touchpoints and not customer journeys and thus fall short of creating the right impression.