At Discover, we celebrated the high “bounce rate” on our website because we knew the change had delivered exactly what customers wanted. They were immediately logging out because they had found what they were looking for almost immediately.
One of the silver linings here that comes out of the pandemic, which has been such a tough time for everybody, is the additional recognition of the supply chain, the work force and all the folks and organizations and entities that keep things moving. It keeps the economy moving ahead and makes sure consumers have what they need, because that demand only gets higher and higher.
Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?
Toys R Us was a company that, when they went out of business, the store looked exactly like it did when I was a kid. It had never changed. It was just products on a shelf. Whereas you compare it to something like the Lego Store where throngs of kids rush to the Lego Store because they know they can play with Legos and they can have an experience while they’re there.
Fast food giant McDonald’s recently announced the promotion of Manu Steijaert to the new role of executive vice president and global chief customer officer, leading a brand-new customer experience team. As a former employee who did not have a good experience there, I say: better late than never.