When customer experience goes wrong
Brand Storytelling, Content Marketing

When Customer Experience Goes Wrong

Negative customer reviews can be the kiss of death for a brand. Protect your brand reputation by creating good customer experiences. How hard can it be?

So, last night I made the mistake of being exhausted, which precipitated in my going to bed early. Rookie error: When, in the history of all humankind, has anyone had a good sleep-through when camping in the path of a night creature with rings on its fingers and bells on its toes? But, more about this now now.

I don’t know about you, but we have A Rule: No devices in the room when you’re sleeping. It shouldn’t apply to me, because, if you must know, my phone has the battery life of a gnat that’s been given a good dose of absinthe for breakfast. At five-past breakfast, things start looking a bit shaky, by ten-past a fat woman has burst into song somewhere in the universe.

Not that I would know because, if it isn’t on Facebook it never happened. Although I consider myself to be fairly well endowed with senses (more about this later) clairaudience isn’t one of them.

But, a rule is a rule.

Not a minute after my head hit the pillow, there comes the rustling of curtains.

I have been sleeping at night for many years, and I know for a fact that rustling curtains in a room where both the door and the windows are closed is never a good thing.

It does not bode well.

But, this isn’t my first rodeo. There was that time I overnighted at a wine farm with a 3-legged collie called Winston. The workers’ houses were now cute little semi-detached cottages with a deep stoep running the length of all 6 or 7. In the middle of the night there’s a man standing at the foot of my bed calling my name.

It took a while for him to leave and me to breathe.

At which point I searched said cottage for the intruder but discovered – surprise! – that all the windows were shut tight and the doors locked and he was nowhere to be found. Not even in the fridge.

Back to last night: Suddenly and without warning the door to the balcony flung itself open, letting in a gust of night wind and the sound of someone sharpening an axe.

Yes, from the balcony.

Anyone else may have found this odd or even frightening, but as I say, not my first rodeo. Also we have one of those hanging-basket-egg-chairs (white with a violently blue cushion to prevent imprinting basket weave welts on your bum). It grates on its chain when someone sits on it.

When someone sits on it.

 

Now what?! From customer experience we jump ship to read: How Blogging Improves Customer Experience

 

 

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