Lately, This iPhone issue with the antenna has me thinking more about technology and its impact on customer service. I have been evaluating my shopping and dining experiences where new technology has been introduced to enhance the transaction customers experience. Most times the technology is a blessing and I welcome it if it speeds up and adds to my impression of the brand. Unfortunately, not all technology upgrades represent the best interest of the customer or the desired loyalty building final transition experience. Here are three examples within the last year where the portable hand held credit card swipes that derailed expectations and shopping experience.
Technology vs. Service
Posted on by BHDP