😁Good #CX story alert! I often talk about #VOC fails but this one got it right. Summary...if you ask for it, you better respond to it...
I *feel* like they listened...
I *feel* like they acted...
I *feel* like they will improve...
🚗I had a bad car rental pick up experience. Details aren't relevant but an unsafe car is one that shouldn't be rented, right?
It all got resolved but not without some pain there at the rental location.
I received and filled out the "I get this every time I rent with you" survey and said how disappointed I was to be provided a car that was formally flagged in their system as "Do Not Rent"
Within hours, I had an email from the location manager, with both an apology and an offer for me to reach out to him directly (provided specific contact information) if I wanted to discuss further. The language was empathetic and read sincere to me.
Even if it was a template, that's ok. I felt like the manager would truly respond and address the issue if I contacted him.
I didn't need any further action so I didn't take him up on this but what it meant to me was...I provided input...and someone did something about it.
Listen & Act.
Clearly, I have no idea if they've made any internal changes as a result of my feedback but...
I *feel* like they listened...
I *feel* like they acted...
I *feel* like they will improve...
And how the customer feels, what their perception is, defines what their experience was.
That's an element of #TotalVOC
Not survey & score. Listen & act.
That's why I talk about TotalVOC so much. Without it, your customer experience will suffer.
#customerexperience #voiceofthecustomer