Last Summer, Emily went through two terrible customer experiences.
And she lived to tell the tale.
You see, these experiences were so bad that she published them in Contact Management Magazine.
This article contains a controversial opinion on the subject of self-service. However, she makes a powerful point that rings with truth. Because her two experiences point to the biggest flaw in how we think about self-service and what we can do about it.
Despite her contrarian view, you’ll be nodding your head along with her if you read her story of highway toll-evasion and sleeping at a flophouse.
