Skip to main content

The year customer experience died

This was a rough year for customer experience.

We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with companies like Salesforce and Adobe at the forefront. But due to the economy or lack of employees (perhaps both?), 2022 was a year of poor customer service, which in turn has created poor experiences; there’s no separating the two.

No matter how great your product or service, you will ultimately be judged by how well you do when things go wrong, and your customer service team is your direct link to buyers. If you fail them in a time of need, you can lose them for good and quickly develop a bad reputation. News can spread rapidly through social media channels. That’s not the kind of talk you want about your brand.

We’re constantly being asked for feedback about how the business did, yet this thirst for information doesn’t seem to ever connect back to improving the experience.

And make no mistake: Your customer service is inexorably linked to the perceived experience of your customer. We’re constantly being asked for feedback about how the business did, yet this thirst for information doesn’t seem to ever connect back to improving the experience.

Consider the poor folks who bought tickets for Southwest Airlines flights this week. One video showed airline employees had sicced the police on their own passengers. Consider that the airline admittedly screwed up, but one representative of the same airline actually called the police on passengers for being at the gate. When it comes to abusing your customers and destroying your brand goodwill, that example takes the cake.

For too long we’ve been hearing about how data will drive better experiences, but is that data ever available to the people dealing with the customers? They don’t need data — they need help and training and guidance, and there clearly wasn’t enough of that in 2022. It seemed companies cut back on customer service to the detriment of their customers’ experience and ultimately to the reputation of the brand.

The year customer experience died by Ron Miller originally published on TechCrunch



from TechCrunch https://ift.tt/c9vQK1k
via IFTTT
Labels:

Comments

Post a Comment

Popular posts from this blog

The Silent Revolution of On-Device AI: Why the Cloud Is No Longer King

Introduction For years, artificial intelligence has meant one thing: the cloud. Whether you’re asking ChatGPT a question, editing a photo with AI tools, or getting recommendations on Netflix — those decisions happen on distant servers, not your device. But that’s changing. Thanks to major advances in silicon, model compression, and memory architecture, AI is quietly migrating from giant data centres to the palm of your hand. Your phone, your laptop, your smartwatch — all are becoming AI engines in their own right. It’s a shift that redefines not just how AI works, but who controls it, how private it is, and what it can do for you. This article explores the rise of on-device AI — how it works, why it matters, and why the cloud’s days as the centre of the AI universe might be numbered. What Is On-Device AI? On-device AI refers to machine learning models that run locally on your smartphone, tablet, laptop, or edge device — without needing constant access to the cloud. In practi...
1 comment
Read more

Apple’s AI Push: Everything We Know About Apple Intelligence So Far

Apple’s WWDC 2025 confirmed what many suspected: Apple is finally making a serious leap into artificial intelligence. Dubbed “Apple Intelligence,” the suite of AI-powered tools, enhancements, and integrations marks the company’s biggest software evolution in a decade. But unlike competitors racing to plug AI into everything, Apple is taking a slower, more deliberate approach — one rooted in privacy, on-device processing, and ecosystem synergy. If you’re wondering what Apple Intelligence actually is, how it works, and what it means for your iPhone, iPad, or Mac, you’re in the right place. This article breaks it all down.   What Is Apple Intelligence? Let’s get the terminology clear first. Apple Intelligence isn’t a product — it’s a platform. It’s not just a chatbot. It’s a system-wide integration of generative AI, machine learning, and personal context awareness, embedded across Apple’s OS platforms. Think of it as a foundational AI layer stitched into iOS 18, iPadOS 18, and m...
Post a Comment
Read more

Billionaire clothing dynasty heiress launches Everybody & Everyone to make fashion sustainable

Veronica Chou’s family has made its fortune at the forefront of the fast fashion business through investments in companies like Michael Kors and Tommy Hilfiger . But now, the heiress to an estimated $2.1 billion fortune is launching her own company, Everybody & Everyone , to prove that the fashion industry can be both environmentally sustainable and profitable. There’s no argument about the negative impacts of the fashion industry on the environment. The textiles industry primarily uses non-renewable resources — on the order of 98 million tons per year. That includes the oil to make synthetic fibers, fertilizers to grow cotton, and toxic chemicals to dye, treat, and produce the textiles used to make clothes. The greenhouse gas footprint from textiles production was roughly 1.2 billion tons of CO2 equivalent in 2015 — more than all international flights and maritime shipments combined (and a lot of those maritime shipments and international flights were hauling clothes). The lit...
Post a Comment
Read more