Whenever we deal with people who are supposed to deliver goods, products, or services to us, we always have an impression and perception of the experience. There are typically three outputs:
- I felt great about the experience, I definitely want to go back and I tell everyone I know exactly that.
- The experience was awful, how do I deal with my anger and frustration?
- I don’t know how I feel. It was neither good nor bad. I am ambivalent to the whole experience.
Let me illustrate the point with a recent experience of mine:
I recently visited my usual optical store to get my contact lenses; I am an old customer and have always had good experiences there. However, due to some recent personnel changes, my experience this time round was not so special; this time, I was left with a bitter taste in my mouth. The salesman was extremely rude and acted as if I did not exist, until I let him know by expressing my unhappiness vocally. He was also unable to help me with what I was looking for which made the already bad situation worst.
I left red with anger and my husband (who was window shopping at the time), asked if I was okay. I vented out my frustrating experience to him, saying that I wished to inform the store’s high level management about this infuriating incident in order to receive justice.
However, I could not believe what my husband said next. Interestingly, he said “Oh!!! This is a Fizzbacker talking a Fizzback language”. I asked him what he meant and he responded. “Doesn’t your company help its clients deal with this by surveying their customers, gathering feedback about their experiences and using artificial intelligence processes the responses to give the clients true insight into the previously unheard and silent customer?”I answered “Well, it looks like I am a true Fizzbacker not only because that I work for Fizzback, but also because Fizzback helps to address what and how we feel on a daily basis”.
My husband exclaimed “Hey, I see that Fizzback is in your heart and soul, but I wish I could have that place too!” I just smiled and quietly thought “Is this called jealousy? Have we not been married long enough to know that we are in each other’s heart and soul?”
However, that day, I learned what Fizzback does to its clients. It provides a competitive edge over their competitors and makes them a cause of envy – the guaranteed formula for success!!!
Geeta Gupta