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Post by shiyabul on Aug 20, 2024 2:15:27 GMT -5
This is healthy competition that drives quality experiences. However, there are other industries with high cost of entry, where it’s a hassle to switch suppliers, so the players drive for the lowest common denominator in features, quality, service, and CX in order to maximize profits. They’ve been able to get away with these lackluster CX strategies because every other player is doing the same thing, leaving customers with nowhere to turn. That’s all starting to change, however. Customers https://lastdatabase.com/ are speaking out, and they’re getting loud. Take the Taylor Swift tour chaos on Ticketmaster, for example. Some fans spent eight-plus hours on the site waiting for tickets, while others were charged hundreds of dollars (thousands, in some cases) multiple times only to not actually secure tickets. Many fans anticipated having some challenges due to high demand, yet the day-of experience was much, much worse. Platform glitches led to extremely negative fan experiences, and now some fans are suing Ticketmaster: and lawmakers are investigating the organization’s “unfair” practices. Frontier Airlines also made a bold CX move recently, removing its customer service phone number. So, rather than connecting with an agent for help over the phone, customers are forced to use chatbots, social media, or other digital ways of reaching the airline.
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