There is plenty of best practices on how to deliver an outstanding Customer Experience. Your regular CX, CRM and Contact Center blogs, magazines and other publications are loaded with great ideas from the most experienced CX professionals. Industry analysts firms like Gartner and Forrester employ hundreds of smart analysts to advice organizations, and there are industry conferences year-round where you can hear inspiring success stories.
But what if you don’t want to deliver a great CX? What if your goal is to deliver the worst possible experience to your customers? We weren't able to find much research on this topic, so we decided to create a little how-to.
Obviously Oracle does not advocate offering bad customer experiences, but sadly these 42 examples occur all too often in our day to day life. We are still a long way off a world where great CX is just a given.
To wrap up: a short message from your sponsors:
If you recognize some of these “bad practices” from the video in your organization; it’s probably time to start fixing them.
I recently participated in a webcast held in conjunction with IDC entitled, “The Future of Customer Experience...