Have you ever struggled with technology? Software crashed, got error messages that make no sense? Didn’t know which button to press next?
Well, it seems it may not be all your fault. David Pogue (technology reviewer for the New York Times) has that story.
Many of us are guilty of not making our services easy to understand and simple to use. Intimidating and confusing IVR interactions, complex transactions and fragmented organisational structures all serve to frustrate customers.
Thank goodness not all customers try to express their feelings in song. But, it is no less important to listen out for customer feedback through all channels and touch points just because it comes in less entertaining wrappers!
As David Pogue rightly say, “simplicity sells” – a message none of us can afford to ignore.
