CX, UX, or just plain common sense?
"In certain sectors – such as telecoms, logistics and grocery retail – performance has declined, rather than improved,”
I recently had an excellent CX (or UX, if you like) when my Virgin Mobile contract came up for renewal. Phoned the Helldesk expecting to have to struggle to understand the robot on the other end, but was pleasantly surprised to hear a jolly, knowledgable, helpful Brummie accent, who took me through all the possible routes to extending my contract, explained all the pros and cons of every tariff, and made sure I was sold the very best for my needs. Well done Virgin Mobile!
On the other hand, I have had some pretty dire experiences with other service providers, and as a result have shifted my business to their competitors.
On a slightly different tack, Customer Loyalty. Why is it that if you stay with a service provider for a long time, your costs slowly increase while your benefits slowly erode. Getting a quote from a new provider, using exactly the same criteria, will nearly always get much better deals. This is why Price Comparison sites have mushroomed, if service providers valued Customer Loyalty, there would be no need to trawl the net for the best deal, you would already have it.
And don't get me started on train ticket websites! How come a ticket from Rugby to Stroud costs £80 if you buy it on line, but if you go to the trouble of buying two tickets, one from Rugby to Birmingham International, and one from BI to Stroud, the pair of them only cost £18. You use exactly the same seats on exactly the same trains, for less than a quarter of the price. Madness!