Nuffield: Is it Customer Service?
Forgotten my gym card, again. Go to reception they’ve implemented a 3 strike system because reception is too busy to deal with missing cards. After 3 strikes you get charged £15.00. My guess after a few weeks reception is 20% busy at peak times. Reception is never that busy.
Myself and my two kids hit the three strikes pretty quickly. Although its only £15 its not good to punish customers for being human. Especially when there are many ways to solve the entry problem.
What would good customer focus look like here?
Where did the paper rolls go? 60 minutes on a spin bike and I’m a little damp. More like a just fell in a lake. The gym came up with a policy of no paper towel as its better for the environment. Definitely so, but they kept the plastic baby wipes which are way way worse and make the equipment wet.
I’m sure this policy is to encourage people to bring a towel. Maybe its just my gym but nobody wants to bring one and then take it home covered in Staphylococcus aureus (Staph), MRSA, E. coli, ringworm fungus, cold and flu viruses, and other common skin bacteria – yum lovely. Your washing machine will not kill this stuff. Secondarily. Sweaty gym equipment is nasty. This action led to dirty equipment.
According to research, a significant portion of customers will switch products after just one negative customer experience; with many studies indicating that between 50% and 70% of customers will leave a brand after a single bad interaction, depending on the severity of the issue and the industry involved.
As soon as they tried to charge me for the strike I cancelled my membership and went to a gym with QR code entry via an app 😊 There are so many gyms around here just as good or better – I have a choice just like with every other product or service.
Key points to remember:
- Majority switch after one bad experience
- Many studies show that a substantial number of customers will change products after just one poor experience with customer service or product quality.
Impact of multiple bad experiences:
If a customer encounters multiple negative experiences, the likelihood of them switching products increases significantly.
Customer perception matters:
Even if a company tries to rectify a single bad experience, the customer’s perception of the interaction can still lead them to switch to a competitor.
Product Ownership exists to balance value creation for customers, users and the company. Product Owners value experiments focused vision and strategy. In the example above the companies vision and strategy was not clear. Make more money, save time for reception, reduce cost is confused with protect the environment. If we are not clear on the strategy how can we measure success of the strategy.
#customerservice #productownership #agile #scrum