The goal of customer experience should always be to make customers’ lives easier. From creating forward-thinking products to offering convenient ways to connect with brands and providing personalized service, customer experience revolves completely around the customer. This week, there were stories in the news of brands that put customers first—even when that means bad news for the company. There are three customer experience stories from the week.
It used to be that customers had one basic cell phone that they used just to call or text people, and they would contact the phone’s support center when things went wrong. Those days are long gone. Today’s customers have multiple devices that are constantly connected, and they can interact with tech companies for more than just support questions. [...]