I went on a holiday recently and wanted a phone that worked internationally. Simple enough, right? I got the phone but it didn’t work so I called customer service. They were very friendly and helpful, and got my phone working. Later I went to the site to check about the billing process. The information was there, but it took me a while to find it. When I returned the phone, I got a bill that I hadn’t expected so had to call customer service again. And again, the person was very helpful. Each interaction was good, but fundamentally I was dissatisfied with the service and, therefore, the brand.
http://sturrm.nl/wp-content/uploads/2017/11/sturrm-logo-v2-300x100.png 0 0 Camilla van den Boom http://sturrm.nl/wp-content/uploads/2017/11/sturrm-logo-v2-300x100.png Camilla van den Boom2016-04-30 18:44:442016-09-26 09:12:38Your customers don’t care about touchpoint, they care about the journey