Comments on: Dysfunctional Retail http://www.craigmenzies.net/general/dysfunctional-retail/ UK-based Business and Technology Writer, focusing on the Digital space. Wed, 07 Apr 2010 16:39:10 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Craig Menzies http://www.craigmenzies.net/general/dysfunctional-retail/comment-page-1/#comment-15 Craig Menzies Sat, 07 Feb 2009 10:59:45 +0000 http://www.craigmenzies.net/general/dysfunctional-retail/#comment-15 Yes, it can be very frustrating for the end customer. But, also frustrating for those people within a company who can see the shortfall, and, despite their best efforts, are unable to make improvements. That's the thing: bad customer experiences are not made on purpose (well, almost never)... they come about through a series of unconscious, innocent decisions. It often takes someone to come along and point out the idiotic things happening for a board of directors to take notice (e.g. see my <a href="http://www.forrester.com/Research/Document/Excerpt/0,7211,45909,00.html" rel="nofollow">case study on how Credit Suisse made Customer Experience matter</a>). Thanks for the comment! <strong>CM</strong> Yes, it can be very frustrating for the end customer. But, also frustrating for those people within a company who can see the shortfall, and, despite their best efforts, are unable to make improvements.

That’s the thing: bad customer experiences are not made on purpose (well, almost never)… they come about through a series of unconscious, innocent decisions. It often takes someone to come along and point out the idiotic things happening for a board of directors to take notice (e.g. see my case study on how Credit Suisse made Customer Experience matter).

Thanks for the comment!

CM

]]> By: Lance http://www.craigmenzies.net/general/dysfunctional-retail/comment-page-1/#comment-14 Lance Fri, 06 Feb 2009 18:56:52 +0000 http://www.craigmenzies.net/general/dysfunctional-retail/#comment-14 We were just talking about this at home. There are companies that make money despite themselves. No matter how much they "road block" you, we still buy the product????? Hell, I worked for a company that should be 200-300 employees strong. They sell you what they think you need, not what you want.They are still in buisness for over 10 years???? We were just talking about this at home. There are companies that make money despite themselves. No matter how much they “road block” you, we still buy the product?????

Hell, I worked for a company that should be 200-300 employees strong.
They sell you what they think you need, not what you want.They are still in buisness for over 10 years????

]]>