CX & Customer Success resources

Quick update from my note below about Schwab and the difference between “products” and “customer experience” (see
Great products but Bad Experience = DETRACTOR )

A letter arrived in today’s mail (a week after the incident). They write, “Unfortunately, we have been unable to reach you to discuss this matter. Please call us at…”

I know they have home phone, my cell phone, and my email address because they verified that info when I called last week. I never received any messages from them.

If they had honestly tried to contact me, they would have delivered me with the “Wow!” experience that creates loyalty and positive word-of-mouth. I wish I could have blogged about that!