Take AT&T and their release of the new iPhone today. Lots of advance advertising and publicity. Plenty of hype. Extra employees on hand to handle the masses of people descending upon the stores. Expanded store hours. And yet a total flop where it counts.
I hope that somewhere at least one store did it right because I know one store that forgot about customer relations entirely.
They forced customers to remain outside of the store in the hot sun for up to 2 hours with no water, no shade, and no staff. There was no tent, no water station, no portable toilets, no updates. Once inside the locked store, there still was no water and no public restroom.
With all of the effort that went into announcing and promoting and staging this major event, it seems a little time could have been devoted to the customer experience – clearly way down on the list of importance. On second thought, maybe it didn’t even make the list.
* For more information about my consulting and coaching services visit my website stevehoffacker.com. I also maintain a blog on the real estate network Active Rain, and you can join this site and begin participating in the fun and networking opportunities by clicking here.
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