The year customer experience died

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Customer experience was not good.

Customer experience is important to business, and a whole business technology category has been built around it, with companies likeSalesforce and Adobe at the forefront. Poor customer service due to the economy and lack of employees resulted in poor experiences.

Your customer service team is your direct link to buyers, no matter how great your product or service is. You can lose them for good if you fail them in a time of need. News can be spread quickly through the internet. That type of talk is not what you want to hear.

We’re constantly being asked for feedback about how the business did, yet this thirst for information doesn’t seem to ever connect back to improving the experience.

Customer service is linked to the customer's perception of it. The thirst for information doesn't seem to connect back to improving the experience.

Consider the people who bought Southwest Airlines tickets. There was a video showing airline employees sicced the police on their own passengers. One representative of the same airline called the police on passengers for being at the gate even though the airline messed up. If you abuse your customers and destroy your brand goodwill, that's how it will be.

We have been hearing about how data will drive better experiences, but is that data ever available to the people dealing with the customers? They don't need data, they need help and training, and there wasn't enough of that in 2022, It was apparent that companies cut back on customer service in order to improve their reputation.