Have you had a poor customer experience recently?

Well we tried to order a new laptop recently from a well known brand and had an extremely trying experience.

1. The laptop was ordered 3 times by us and cancelled 3 times by them

2. They repeatedly blamed our bank and on each occasion funds were taken from our account

3. Held on for a total of 3 hours and 40 mns when trying to sort it out

4. Finally 3 weeks later we managed to buy the laptop

5. They messaged us on 5 occasions to say that the laptop would arrive between 5pm and 6.30pm the following evening

6. In fact it arrived at 9am and even after receipt, 3 of these 5 messages were sent to us.....for a minute we wondered if 2 laptops had been dispatched!

After the ordeal we volunteered as CX Consultants to sort out their customer journey and ensure that customers receive a better experience. However, they declined our consultancy service, instead they gave us 10% off the laptop price and a £100 voucher. Customer Experience (CX) matters - getting it wrong is expensive and can lead to lost sales.