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Trouble in New Orleans: A CX Failure Story

EPISODE · Mar 22, 2023 · 38 MIN

Trouble in New Orleans: A CX Failure Story

from The Experience Strategy Podcast · host Dave Norton

John Doll, from the Enterprise Design team at Edward Jones, had a very rough day recently. His rental car was broken into. What ensued was one of the highest drama CX stories we’ve heard in a while. Grab a hot cup of tea and listen to this dishy story of processes failed, jobs not done, and opportunities missed. Yes, this is a story of customer disservice, but it’s also one of employee disservice, and most importantly, it’s one we can all learn from. This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit theexperiencestrategist.substack.com/subscribe

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Trouble in New Orleans: A CX Failure Story

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