Customer Experience: It’s All In The Details

I’ve been doing some research into hidden costs of project management which led me to thinking about the hidden costs of a poor customer experience and what happens when process becomes king, trumping the customer experience. Let me start by telling you about the experience I had that I’m relating to.

I decided to start a trial of some software. Like so much software today, it’s cloud based, there’s a monthly subscription and I was given a one month free trial.  I won’t say who as I don’t really want to bad mouth them, I don’t think they are a bad company, they’re just falling prey to their process!


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