I ordered something recently from an online retailer.  I received the confirmation email for the order and the next day an ebullient follow-on announcement from the brand that my packaged “Has Shipped!!”  Yes, two exclamation points.  Good for them to keep the lines of communication open and to not only keep me abreast of the [...]

We joke about how bad CX is sometimes.  And with certain things like your online presence, sometimes certain brands miss the mark so badly, you’d have to have a heart of stone not to chuckle.  (Not to mention, the more brands get things so terribly wrong, the more work there is for consultants like me!) [...]