Just some random Customer Experience musings on a Wednesday afternoon:
- Airlines won't improve their customer experience as long as customers are willing to pay extra for upgrades.
- Should Facebook be able to enforce its "Terms of Service" agreement even if it knows that almost none of its users actually read the "Terms of Service" before clicking the box that says they read it?
- Most business processes work to hide the fact that each customer is unique and individual.
- Online "Terms of Service" agreements just teach people that sometimes the easiest way to get what you want is to lie.
- In my pocket I carry a supercomputer wirelessly connected to most of human knowledge and society, and the battery only lasts one day. To me this is annoying, not miraculous.
- Humans share 98% of our DNA with primates who shake tree branches and fling poo at each other to establish their dominance hierarchy. I'm not sure what this has to do with CX, but it does seem to explain a lot.
- Almost no company wants to create a bad customer experience, and yet almost all of them do.
- The less contact you have with customers, the harder it is to know what they want.