A brief summary of a recent experience to help paint the importance of taking an outside-in look at your customer experience.
I received a note from my cable provider that my cable modem was due for a replacement. By following a few simple steps, I would receive a new one within a few days and my Internet speeds would increase exponentially. #Love.
Some weeks later, said hardware shows up. I really appreciated the quick start instructions that came with it. Big pictures, two very simple steps, all is good in the world. Even I can do this... Why wouldn't I start the process at 9PM??