Friday, April 21, 2006

The Princess and the Pea Syndrome: A Customer Experience Affliction

I almost gave this article the title, "If I were King, you'd probably get paid more." Well, not you probably. If you are reading this article, then you are probably not among the group of people to which I am referring. I'm talking about people who work on the front-lines of our businesses. Stick with me and I'll explain.

I'm truly lucky to be doing what I do for a living. I get paid to use my brain, be creative and generally dream up new things to help businesses succeed. Unfortunately, being this focused on customer experience issues comes with a fairly serious occupational hazard. I'm going to label this disorder the "Princess and the Pea Syndrome" or PatPS for short.

Princess and the Pea Syndrome is characterized by an hyper-sensitivity to customer experience issues, particularly customer experience failures. Sufferers of this disease can get incredibly worked up over minor issues. "What? No bendy straws for my drink? What an outrage! This is so going in my blog!"

OK. Maybe not that minor, but you get the idea.

Hi. I'm Eric. And I suffer from PatPS.

How to get your employees to deliver an improved customer experience...

"I have always recognized this about myself at some level or another. As I said, it's an occupational hazard. But recently, this affliction left me embarrassed...no...ashamed of myself.

I was patronizing a local fast food establishment with my family recently. The counter person made no less than 5 mistakes with our order. I found my patience waning as mistake was heaped upon mistake. I actually thought to myself, "This is an incredibly bad customer experience." None of the mistakes were fatal. Each was pretty easily recovered from once identified. Yet, the recoveries were not done with any recognition of the errors and I was yet again left feeling a little miffed."   continued ...   (Via Improving Customer Experience)



The front lines of customer experience - User Interface Design, Human Computer Interaction (HCI), Ergonomics

The front lines of customer experience

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