Last week I attended the excellent CXPA Insight Exchange conference in San Diego. CXPA is the Customer Experience Professionals Association. At Kronos, I'm responsible for our voice of the customer program, and always welcome the opportunity to network and learn from peers in this profession. I walked away from this conference with a few good ideas I think we can put to work at Kronos.
One presentation I really liked was by Bruce Temkin, one of the gurus of customer experience. Bruce talked about 5 key trends that are shaping successful customer experience efforts to provide excellent customer service:
I was reminded of these trends today when I received the message below from Amazon Instant Video - on my phone. This is a great example that hits on everything on Bruce's list, and then some:
Bravo, Amazon. I think I'll keep paying for that Prime membership.
Note from Amazon:
We noticed that you recently experienced poor video playback on Amazon Instant Video. We're sorry for the inconvenience, and have issued you a refund for the following rental(s) and amount(s):
$3.99 - Network [HD]
While Amazon Instant Video transactions are typically not refundable, we are happy to make an exception in this case. This refund should be processed within the next 2 to 3 business days and will appear on your next billing statement for the same credit card used to purchase this item.
Please visit our troubleshooting page for tips on ways you can potentially improve your viewing experience:http://www.amazon.com/gp/help/customer/display.html?nodeId=201431300
We hope to see you again soon,
Amazon Instant Video Team
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