CX Therapy - Episode 175 - When great employees save bad CX - Daniel Hong
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CX Therapy - Episode 175 - When great employees save bad CX - Daniel Hong
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CX Therapy - we've all had 'em, those customer service experiences that are so bad they leave you wanting to run straight to your therapist's couch. Maybe that is not such a bad idea, there are good lessons in every bad customer experience. Join industry veterans Julien Rio and Max Ball as they share some of their scariest and most disturbing customer experiences, and break them down to see what went wrong. Was it the wrong technology. structural issues, agent problems? Listen in and find out.In today's episode, we've invited Daniel Hong, ex-Forrester Analyst, to talk about his recent travel experience in an hotel that could have gone terribly wrong if it wasn't for some amazing employee displaying the right level of empathy.
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