where you can view customer sessions on your website to gain insight into what\u2019s working and what isn\u2019t. If you don\u2019t have a cool tool like this, pay attention when customers report these errors. It\u2019s entirely possible that for every one customer that reports it, nine are choosing to take their business elsewhere. (I just made that stat up)<\/span><\/p>\r\nCustomer service leaders, ask your contact center agents about such error messages. It\u2019s entirely possible that somewhere along the way they got tired of speaking up because it became clear that no one was listening to them. They will happily list many such workarounds and aggravations if you take the time to listen and make a commitment to act.<\/span><\/p>\r\n3. Determine what there is to gain (or lose) from certain policies<\/span><\/h3>\r\nI can only speculate as to why the bank didn\u2019t adjust its daily transfer limit. <\/span><\/p>\r\n\r\n- Were they hoping I\u2019d somehow remain a customer? <\/span><\/li>\r\n
- Does this really prevent fraud and abuse in their system?<\/span><\/li>\r\n
- Were they ignorant to the needs of various personas receiving stimulus payments?<\/span><\/li>\r\n
- Do most customers read better than me so the bank didn\u2019t see it as an issue?<\/span><\/li>\r\n
- Was this small amount of friction just accepted as \u201cnormal?\u201d<\/span><\/li>\r\n<\/ul>\r\n
I don\u2019t really know the reason, but when I think about the company I work for and the customers I serve, failing to evaluate bugs and policies that add unnecessary friction to the customer experience means: <\/span><\/p>\r\n\r\n- Increased support costs<\/span><\/li>\r\n
- Increased customer churn<\/span><\/li>\r\n
- Reduced customer satisfaction<\/span><\/li>\r\n
- Increased negativity on social media and review sites<\/span><\/li>\r\n
- And more<\/span><\/li>\r\n<\/ul>\r\n
The point is to pay attention to these things and decide if you can live with the consequences of this added friction or if it threatens your ability to grow and thrive as a business.<\/span><\/p>\r\nFinally, as I said earlier in the post, workarounds and customer friction are completely normal. What\u2019s the old adage? When I\u2019m pointing my finger, there are three pointing back at me? In other words, I\u2019m in no position to point fingers at this bank. <\/span><\/p>\r\nThe entire point of this post is to remind us to pay attention to our customers, pay attention to our staff, and never stop improving and simplifying the customer journey.<\/span><\/p>\r\n","protected":false},"excerpt":{"rendered":"Image by Thomas Breher from Pixabay
\nWho doesn\u2019t love a good workaround? A system doesn\u2019t work as expected, so we contact customer support and they say something like, \u201cinstall this free plugin\u201d or \u201cclick this button over here\u201d or \u201cstand up and spin aro…<\/p>\n","protected":false},"author":7854,"featured_media":238362,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,87,433],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/983244"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7854"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=983244"}],"version-history":[{"count":3,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/983244\/revisions"}],"predecessor-version":[{"id":983599,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/983244\/revisions\/983599"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/238362"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=983244"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=983244"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=983244"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}