A colleague just shared a great story with me. She received some furniture from an online store, and shortly thereafter discovered that one of the chairs had a loud squeak when someone sat in it.
She went online to talk to someone in customer service. BUT...
In order to talk with someone in customer service, she had to first fill out a form. One of the mandatory fields was to include a picture of the problem.
It was a squeak.
A great example of how one little thing can damage a customers' experience.
#customerservice #cx #strategy