Is the ‘customer experience’ dead?
After going to the nail bar, post office, a local cafe, and the recycle boutique today – it got me thinking – does ‘customer service’ actually exist, anymore? I really do enjoy human interaction, to purchase products, by way of retail therapy. Or to walk away from a shop, feeling or thinking, that I will go back, again. In this instance, I only enjoyed 2 interactions: the barista who was friendly, engaging and very personable, referring to me by name. The post office staff were happy, inquisitive and responsive. Next up, the nail bar failed in every which way, to (even) satisfy the basic need of a simple greeting. No conversation, no engagement, no ‘customer experience’. Would I go back? Only on cost. Lastly, the recycle boutique’s staff were rude, and never maintained eye contact. Great ‘customer experience’? Retail shopping is in rapid decline, due to online shopping: convenient and hassle-free. Do you suffer the same peeve or high, when you shop?