Post by shiyabul on Aug 21, 2024 6:10:52 GMT
That’s all starting to change, however. Customers are speaking out, and they’re getting loud. Take the Taylor Swift tour chaos on Ticketmaster, for example. Some fans spent eight-plus hours on the site waiting for tickets, while others were charged hundreds of dollars (thousands, in some cases) multiple times only to not actually secure tickets. Many fans anticipated having some challenges due to high demand, yet the day-of experience was much, much worse.
Platform glitches led to extremely negative fan experiences, and https://lastdatabase.com/now some fans are suing Ticketmaster: and lawmakers are investigating the organization’s “unfair” practices. Frontier Airlines also made a bold CX move recently, removing its customer service phone number. So, rather than connecting with an agent for help over the phone, customers are forced to use chatbots, social media, or other digital ways of reaching the airline.
Calabrio research shows, however, that % of consumers still rank phone interactions as having the biggest impact on their brand perception, and that they expect a real live human agent to be available when they want one. Time will tell how underinvesting in the CX like this will impact the airline company: but they’ve likely taken their cost-cutting endeavors a step too far.