Real-Life Customer Experience Fails — and Lessons Learned

While positive employee experiences can enhance customer
experiences, negative employee experiences can have the opposite
effect. A famous SNL sketch parodies the frustrating
experience of trying to cancel cable service, with a customer
being repeatedly put on hold, transferred to different
departments and subjected to aggressive sales tactics from
customer retention specialists.


The sketch highlights the all-too-common problem of customer
service employees who are not engaged or motivated to provide
good service, resulting in a negative customer experience. To
avoid this scenario, businesses need to prioritize employee
engagement and create a positive workplace culture to ensure that
employees are motivated to deliver exceptional customer service.


CMSWire Contributors Nichole Devolites, principal consultant
of LYSI Holding Company and Justin Racine, director and
lead commerce strategist at Perficient, emphasize this point
and provide real-life examples to illustrate the impact of
positive workplace cultures on customer experiences in
this CX Decoded podcast. They also discuss the use of
chatbots and artificial intelligence, the power of invoking
nostalgia in branding and creating a sense of community in the
customer experience.