Businesses are touting personalization, customer intimacy and improved customer experiences. Yet customer service today is still that elusive vapor, that thing we know exists but we can never actually grasp. Unfortunately, for many businesses, a dynamic customer experience is still very much theory minus the practicum.
This past week a customer complaint to a retailer with regards to flagging customers for “frequent returns” piqued my interest. Here’s an excerpt of that Facebook post which has since been removed by the retailer: