Are you rounding off your customer experience with a flourish (instead of a fade)?

Three days prior to boarding my plane back to Australia from the USA, I had to get a Covid test to certify that I was negative, so that I could board the plane.

Naturally, you're kind of anxiously waiting on results, especially as I had a two-day client engagement on the following week (I really didn't want to have to isolate for an extra five days).

The experience of getting the test was easy - I booked it in advance to align with my travel schedule. Once I got to the testing side, I was in and out in two minutes.

A wonderful customer experience.

---

Then, within the anticipated time-frame for results (24 hours), I received an email with the subject line: "Your test results are now available"

I couldn't open that email fast enough!

I clicked the link...

The link went to the AppStore to download their app.

What! Hang on, where are my results? I went back to the email, and clicked the link again.

...Back to the app store.

The process to actually get the results, download the app, create an account and allocate a password took longer than getting the test itself!

The customer experience dramatically relies on the follow-through. We stack a lot of attention on the attraction and onboarding phase, but you can lose referrals and reputation in that last 5% of the experience.

Are you rounding off your customer experience with a flourish (instead of a fade)?

#customerexperience #followthrough #touchpoints