Monthly Archives: August 2014

Customer Experience Failure – Boston Pizza Style

Customer Experience is in Every Business Decision

I have always been a champion for the customer, which is why I look at the customer experience first when I help business leaders to transform their businesses to become more profitable. People can power profit — or they can destroy it. And sadly — more often than necessary — they make decisions to destroy it. Tonight is a case in point. I have taken my first day off in ages. It’s a glorious, hot, sunny Sunday here in Courtenay, BC. It’s also a long weekend. And here’s where Boston Pizza comes into the picture. It’s 6pm and I’m well into the “relaxation mode” I had planned for, so I went online to place an order for delivery. I’d been building myself up to have my absolute favourite dish — the Chilpotle Chicken Salad — for a few hours. I ordered 2 of them for delivery. 2 Seconds after I ordered online I got a call – which is normal and appreciated. However, this time the message was “I see you chose debit at the door as your payment”. I said “No, it’s credit, which is what I chose. There was only an option for cash or credit payment at the door.” I was then told that they could not deliver to me because the machines for accepting payments at the door were broken. If I have cash it’s fine. Okay… think about this for a second as it’s a classic Customer Experience Fail. #1. I was able to place my order online. Why can’t I pay online? (my guess […]

The post Customer Experience Failure – Boston Pizza Style appeared first on Carol Wain.

Continue reading