Posts tagged voice of the customer
My experience with Amazon—how a bad product can lead to a good experience
A poor product performance needn’t dent your net promoter score. In fact, if you react appropriately, it may enhance it. Last week I purchased a window mount for a GPS device via Amazon. The product arrived in good condition and functioned effectively for a few hours. It then fell from the window having suffered a catastrophic failure; a rip in the rubber grommet resulted in the suction pad no longer sucking. This ensured a modicum of inconvenience as I was guided through the back roads of New Jersey with the GPS held in place by Blu-Tack—well consultants do have to be resourceful.
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