A real-world story of customer service gone wrong illustrates how and why good data maintenance is foundational to any CX journey.
As we’re wont to do when we have a bad experience with a company, we share our stories. Serendipitously, I suppose, a customer service snafu I feel inclined to write about fits right into my planned topic for this post: single source of truth (SSoT).
First, the story. Earlier this month, I ordered some cosmetics. I won’t name the brand, but it’s a fairly young company whose founder is well respected in the business. After placing the order, I quickly received a notification of order receipt and a heads-up that the package would ship within three to five business days. That same day, the shipment tracker showed my delivery already in progress. “That was speedy,” I thought. But then I waited, and waited, and waited… five, then 10, then 15 days and no change in status.
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