There’s no underestimating the power of experiences. They win customers for life, or lose them forever. And with the rising tide of customers approaching us each day, we can’t help but fail them right when it matters most. Because the moment customers actually try to talk to us — at that moment of interaction — they find themselves waiting endlessly on hold, bouncing from person to person and repeating themselves over and over.
They keep pleading, “Hey! Brand! Can you help me!?”
But in that crucial moment, the brand doesn't answer back. So that magical experience we envision — all of our good intentions, brand investments and promises — are undone in an instant.