What is Your Customer’s Experience? Take 2.5

The Hotel where I have found myself residing since Monday here in Newcastle, Australia in equipt with what I refer to as the “room power off” feature. If you’ve never experienced it before it is a slotted light switch just inside the door. When you enter the room you insert your card key into the slot and this turns the power on to the room. When you leave you take your key with you, obviously, and the room powers off.

A nice energy saving feature to be sure. Except…

When you power off the room you power off the clock radio. When you power off the clock radio you reset the clock. When you power the room on upon your return the clock radio informatively tells you it is 12:00…12:00…12:00. Nice power saving feature but a hassle to have to reset the clock every time I come in the room.

Lame.

This trip is one of several I have currently booked with United Airlines. When I go to the United web site and log in I am presetned with a list of all my current reservations. I can easily click on the VIEW button next to any of them to see the detailed itinerary. And then…it asks me to log in again.

Lame.

We were wending our way down restaurant row in Newcastle the other night looking for a dining adventure. We found ourselvs attracted to a particular place based on the menu posted out near the sidewalk. As we made our way to the counter where we anticipated placing an order we discoevered that the ONLY menu available was the one posted out by the sidewalk. There was no way, inside the store, to know what was available to eat.

Lame.

Great that you a want to save me money on my room by saving power costs but ridiculous that I have to reset the clock everytime I come in the room

Great that you want to protect my information but ridiculous that you make me log in after you have already shown you know who I am.

Great that you entice me with the menu but ridiculous that you set up your establishment like a drive through without a microphone.

I’ve been working on a paper on customer experience of late which, frustratingly, has put me in a position of looking at the world through customer experience tinted glasses. In the next wouple posts I’ll be looking at the concepts of customer effort and customer delight.  But in the mean time…

What other examples do you have of poor customer experience? 

The real  irony behind all this is that WordPress failed me no less than 5 times in trying to post this…post. If I hadn’t had a series of good experiences with WordPress THIS experience would have really set me off. 

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