if they’re awesome in person, it makes a terrible experience only decent.
decent is okay but awful is just terrible.
look at all the ways customers can get in touch with you for service, support, and even sales-related questions.
in what ways are you making your customers jump through hoops to talk to a real human?
are you setting yourself up for failure by making things easier for you, but more annoying for them?
how can you go from decent to incredible in 2016? 