Commentary
Customer Experience Wish List For 2017
- by Laurie Petersen , January 3, 2017
Out with the old, in with the new. With the spirit of encouraging positive change, we crowd-sourced this list of 10 customer-experience annoyances everyone wishes would go away.
1. Disconnected customer service systems that require you to enter the same information again and again and again each time you switch to a new department.
2. Captchas that are so obtuse it takes five times to get it right.
3. Mobile and web sites that don’t talk to each other or remember your information, even when you ask them to.
4. Retargeted advertising that keeps selling you after you’ve already been sold.
5. Robo-callers that tell you what you already know.
6. Shopping sites that require entering convoluted discount codes.
7. Deceptive pricing.
8. Communications that don’t discern where you are in the purchase cycle.
9. Employees who lack the training and knowledge to answer basic questions.
10. Websites that offer no way to ever connect with a human for a voice conversation.
What’s missing from the list?
advertisement
advertisement
Laurie, I would add subscription services - whether B2B thought leadership models or "box" subscriptions sold to consumers - with no clear path to cancellation, or hidden cancellation language on sites, or required phone calls to cancel with no human answering phones. It's a huge problem that no one is calling out.
I would add (which is shocking these days) when you can't unsubscribe from an email list, no matter how hard you try.
Sales reps who call (often several times) to "follow up" after you've specifically told them you want to talk to your family, boss, executive committee or whoever else, and that YOU will call THEM with a yes or no when you have decided. Customers rage at the intrusion, the pointed disregard for what they've said, and the waste of their time.
Yes, that's a great addition Lori! Goes along with the inability to connect with a human!
Thanks for that!
Thanks, Christina!