Decoding Customer Experience post COVID-19 | Peak-End Rule & Return of the Chatbot
bridgei2i
APRIL 27, 2020
A popular online delivery store has a message right at the top of their website which says this: Understandable, of course, given the unprecedented need for home deliveries during the extended lockdown and the fact that supply chains have not scaled up, in line with the unmet demand. What’s hard to comprehend is the fact that this message has been constant, regardless of which customer has logged in for the last few weeks.
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