This was a simple case of changing the flight time of a ticket. Had a ticket booked for next day at 7am By 8pm, client calls, asks to postpone the flight for 2pm. I call Arik and the horror starts. First few calls don't go through despite me being in an area with good coverage. Further calls: I get the automated message, putting me in the cue for a good 10 to 15 mins then the line drops. This happens around 3 times.   Had a ticket booked for next day at 7am.  By 8pm, client calls, asks to postpone the flight for 2pm.  I call Arik and the horror starts. ... Details of Experience Shared Name is the name of the product or service? Arik Airline How will you describe your experience? Poor is an understatement  Please share details of your experience.  This was a simple case of changing the flight time of a ticket. Had a ticket booked for next day at 7am By 8pm, client calls, asks to postpone the flight for 2pm. I call arik and the horror starts. Fir...

I ordered a Taxify service and driver could not read, did not know how to accept the ride (kept canceling it), use the google map and worse still, does not know his way around Lagos. Driver could not use the Taxify app! I have never given any driver a one star before and he is my first! I do't know how they recruit hire these drivers. I had to teach the driver how to do everything! The worst Taxify experience ever!!! Details Of Experience Shared What is the name of the product or service?  TAXIFY How will you describe your experience?  Poor Please share details of your experience: I ordered a Taxify service and driver could not read, did not know how to accept the ride (kept canceling it), use the google map and worse still, does not know his way around Lagos. Driver could not use the Taxify app! I have never given any driver a one star before and he is my first! I don't know how they recruit hire these drivers. I had to teach the driver how to do everything! Th...

I am super excited to share with y’all today some good news! My new book titled ‘Seriously, How Is Business?’ hits the shelves soon and if you are looking to grow or expand your business/organization, it is a book you should look forward to reading! Another good news is, you get to pre-order! Yep, you stand a chance to not only be the first to get a copy but also influence the content (what do you want to see in the worksheets?). Ready? Click here https://neetchcompany.com/how-is-business%3F (link in bio) to read about the book and pre-order. Please share with family, friends, business partners and business owners and anyone you know that needs this! Have a good one. deBBie #customerexperience #growingbusinesses #SolvingBusinessProblems  #CXRevolutionNG #talktodeBBie #business #resources   #metrics #howto

In my opinion, this is a big one and the first of its kind (that I have seen so far) in Nigeria! One reason why I opt for unlimited data plans or sometimes buy less data than I need in a month is because I really have not been able to wrap my head around accurately knowing how much data I use month on month. Quite a number of times, I have had to top up on data twice in a month due to my usage. This innovation by MTN puts you in control i.e. informs you about what you typically use data for, what the unit data consumption is per activity and helps you estimate or rather make an informed decision about how much data to subscribe for on a daily, weekly or monthly basis based on your consumption or preference. From a customer experience perspective, I can very quickly perceive the following; Data highlighting top data activities per subscriber or subscriber segment has been analyzed informing the 7 data usage buckets provided i.e. surf the net, send an receive emails with attachm...

A chatbot is a computer program designed to simulate conversation with human users, especially over the Internet. A recent Computer Generated Solutions (CGS) publication reveals that although chatbots deliver speed, consumers still want humans. While Chatbots are great at processing quick service requests, chatbot answers are not as detailed and are less helpful. The top 4 reasons consumers give up on chatbots are; 1)    Issue is too complex and usual 2)    BOT redirects user to FAQs 3)    BOT takes too long to respond 4)    Conversation feels impersonal Looking to implement or have implemented a chatbot in your organization? Please take the time to read this publication (link: https://www.cgsinc.com/en/infographics/chatbots-deliver-speed-but-consumers-want-humans ) and then look inwards. The purpose of the chatbots is not to make life easy for you but to make life easy for your customer. Have a good one! deB...

As a heavy data user, I prefer to subscribe to an unlimited data plan and currently, I use SMILE. Apart from the fact that I cannot access the App store on my iphone or seamlessly log on to my apple TV through my icloud account when using SMILE, the so-called unlimited plan is not unlimited! At some point of my usage (80GB I am told), my internet barely comes on and then the annoying part is you now get a text message asking you to increase your speed from 2,500 still within your validity period so in essence; I spend N19,800 on a monthly plan and another N2,500 to increase speed after I hit 80GB. Bear in mind that the amount to increase speed could be higher! This is a total rip off! Looking for something cheaper and when I find one, its good bye to SMILE communications  Details Of Experience Shared What is the name of the product or service? SMILE How will you describe your experience?  Poor Please share details of your experience:  As a heavy data user, I...

Recall talk to deBBie post about poor service experience at Eco Bank?   Eco Bank  reaches out to talk to deBBie and we will keep you updated on improvements made to improve customers' experience when we have access to same. It is highly possible that at some point in your  customer's interaction with your organization, there will be  coffee stains but the good news is you can very quickly address the problem by (reference to Shep Hyken)   1. Acknowledging the problem 2. Apologizing 3. Resolving the problem (talk about what you will do to fix the problem) 4. Acting with ownership 5. Acting with urgency 6. Communicating progress, resolution and keep in touch  Now from a customer experience management perspective, it does not just end here! The customer and business processes impacted have to be reviewed leveraging a customer journey map so you can highlight what the key challenges are, share with stakeholders in your organization, col...