Epilogue to “Is Your Customer Experience Program Making Your Customer Experience Worse?”

I ran across a friend of mine on Tuesday who read my last post Is Your Customer Experience Program Making Your Customer Experience Worse? and she asked me, “Whatever happened?” Did you get your books?

One of the most basic rules of story-telling is that you have to finish your story! Which I didn’t. So, what happened?

We went to the book launch event without knowing where the books were, although we did have a few to display. We held drawings for attendees, and promised to get them the books the next day, then went home to figure out exactly how we were going to do that. At 3:30 in the morning I woke up and realized, “I know where the books are!” Then I went back to sleep. That next morning I went to the hotel’s front desk and asked them. Sure enough, they had the books! And proceeded to charge me $10 a box ($30 total) to get them for me. But at least had them so we were able to hand them out.

A day after that, as the conference was wrapping up, I received a call from the local post office asking if they could help me with my issue… A case of too little, too late.

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