Cheers to the Righted CX Story - CRMAdvocate: 12/12/2012

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My Take: Cheers to the Righted CX Story
Gary Lemke, Chief Customer Advocate (December 12, 2012)

In honor of super twelve day (12/12/12), I want to share my recent personal customer experience story involving twelve bottles of wine.

At the local wine shop, I found the cabernet sauvignon I knew would be a hit with my holiday guests. While lifting the box of twelve bottles, one of the handles on the side of the cardboard box gave way. While losing a grip on one side, my other hand was unprepared for the additional load and the box smashed to the hard floor.

I'll never know how many of the dozen actually broke because an employee appeared within seconds to deposit the entire mess into a trash can. You can imagine my embarrassment as at least a half dozen spectators gawked (and probably snickered).

The employee handed me another case and asked me to forget that anything had happened. I offered to pay for the mistake and he replied with great empathy and assurance that "payment for such casualties was not necessary to keep the store in business."

Most CX stories focus on the customer feeling wronged. Conversely, CX stories can be about the customer feeling "righted." Cheers!

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

12.06.12 Your Noble Purpose 12.05.12 Bonus Backfires 12.04.12 Another CX Turkey? 11.30.12 Get In Line, CX 11.29.12 Worth the Points 11.28.12 Ready for a New Direction 11.12.12 Inseparable Twins 11.08.12 Let's Get Naked more "takes"

Lasting Impressions:
Ultimately, the only power to which man should aspire is that which he exercises over himself. - Elie Wiesel

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