We’ve all been there. We’ve all experienced it. It is the conniption fit. It is the final straw. A great customer experience identifies these moments in advance and tries to prevent them. It also identifies the activities/indicators that lead up to it.

As humans, we can sense it. We can also, if allowed to by “corporate HQ”, do much to head it off.

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’. Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist – an amazing lady called Jan Richards – passed on one such nugget. On this occasion, Jan did so unintentionally. Despite that, it is a nugget that has refused to leave my memory banks ever since – which has led to me deciding to write about it today.

I cannot remember the exact context of the conversation. Whether we were talking about a customer, colleague, peer or friend is almost irrelevant. What I remember distinctly is Jan saying something along the lines of:

They will have a CONNIPTION if they see that!

Source: The customer conniption! Identifying the ‘final straw’ moment | CustomerThink