Guest Post by Scott Carlson
On a recent trip to a local bookstore I was having trouble finding a particular title. Not seeing any nearby store associates, I walked to the centrally-located Help Desk hoping to find some assistance. Unfortunately the Help Desk was not staffed and there were already two customers queued up ahead of me. Noticing two idle associates at the checkout counter, I walked there and asked one of them to check if the title was in stock. After a brief title search she indicated that the book was indeed out of stock but that it could be ordered – not by her but back at the Help Desk. I walked by the still unstaffed Help Desk with two customers in line and left the store empty-handed wondering why it was so difficult to do this relatively simple task—and whether I would be returning anytime soon.
Failed CX in Action
On the outside, the store seemed like it would pass any customer experience test: the store looked great and the staff was friendly and likely executing their duties as defined. But while clean stores and friendly and competent employees are of course key elements of any good customer experience, customer experience goes much deeper than that. Read more