This is the last article about my move, I promise! The interesting thing about a move is that it forces you to step outside your comfortable bubble of everyday life. Suddenly you’re forced to navigate new situations, often on a tight timeline.
Recently I orchestrated a cross-country move, shifting 19 years of my life in the course of a week. When you’re in a high pressure situation like that, customer service experiences are make or break. I’m always on the hunt for luxury goods and experiences, but it’s been a long time since I’ve viewed a brand experience through such a high-stakes lens.
Unfulfilled Promises = Customer Resentment
Adding a pandemic-related banner to a website or a COVID-19 reference in the hold music seems to be a common recommendation, but it’s vital that those messages be based on transparency and the desire to communicate useful information to the customer.
While I was trying to get my wifi set up, I spent what felt like a lifetime on hold with the Internet provider, Spectrum, and its droning hold music that reassured me they were “keeping me connected” during COVID. Meanwhile, I had to wait 17 days for installation and wait on hold (with no callback option!) any time I needed help.
Big communications utilities are notorious for fueling absolute resentment and anger, but all brands would do well to remember that it’s better to underpromise and overdeliver. And hey, reminder to check your client experience so you’re not infuriating them with messages that they matter and you’re keeping them connected when you’re not.
High Functioning Service Beats High Tech
In my previous post I mentioned brands’ increasing reliance on tech solutions, often at the expense of customer experience. It’s only becoming a bigger issue as companies turn to tech for help adjusting to the pandemic landscape. While some companies are more well suited to replacing in-person services with tech solutions, what customers really care about is whether they get what they need.
One of the standout brand experiences during my move was surprisingly low tech. I set up a business account with FedEx to manage shipping my 20 boxes from NYC to LA. The website felt absolutely antiquated, but the customer service was exceptionally smooth. Could they benefit from revamping their customer portal? Of course. But I got exactly what I needed. I’m not even close to a luddite, but providing great service is always going to be more important than keeping your tech looking cutting edge.
The Net-Net and Inspiration From Being an Airbnb Host
At the end of the day, the moving experience really helped me think about how I counsel my clients on their customer experience. I think what happens is that brands develop a service or product, pay a ton of attention in the development phase, think they have it all sorted out, and then just set it and forget it. What this taught me is that brands need to actually go through their own customer experience.
Call customer service and try and get a new install. Wait on hold and hear messages about keeping you connected or taking advantage of the brand’s latest tech. Ship packages and see how jarring the experience is when you have to jump back and forth between old and new platforms. By walking in your customers’ shoes, you’ll discover what’s working with your brand experience and what is not.
This whole experience reminded me of Airbnb. I have a vacation home that I rent out on the platform. To get to super host status and become Airbnb Plus, I tried to walk through the customer experience by reminding myself what makes me happy when I check into a 5-star hotel: cookies from the bakery on the counter, bottles of water next to each bed, and making sure the essentials (like milk for a.m. coffee) are always stocked. Then I would sleep in every single room to see what it’s like at night. Does the TV work? Does the AC blast cool enough? Does the street light peep through the blinds? By walking my guests’ walk, I was able to see the areas of friction and create a great customer experience that resulted in only 5-star ratings.
Brands need to walk their customers’ walk.