Details of Customer Experience

by Jeannie Walters

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The problem with details? They’re just so teeny and easy-to-miss. It’s easy to think about them later. We realize after the fact when there is a horrible typo in our newsletter. We don’t see the need to test EVERY error a user can make and then the one we didn’t test becomes viral in its absurdity.

But if details are not paramount…well, it makes you look pretty silly.

This, from a recent T-Mobile hotspot user manual:

Notice anything? The battery in the picture, where they are telling you how to install it, is upside down and installed incorrectly!

What details do you need to worry about today?


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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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