"Long before we stepped through the Darwaza-i-Rauza, the grand gateway that leads to the Taj Mahal, we had lost much of our eagerness to catch a glimpse of the iconic building. Everything up to that moment had been one colossal let-down after another."
Yes, the monument described above is our Taj, one of seven wonders of the world. Taj which is known for its brilliant architecture, clad in white marble and is an epitome of love. But even this splendid building can not undo the bad experience that visitors have in and around Taj.
Customer experience is sum of all interactions that customers have with product or service. One bad interaction can spoil the whole experience.
In case of Taj, interaction starts from parking where rates are not updated. Poor management of queues add to the woes of visitors and littering of horse-shit around the place just make things worse (and stinking too!). Lazy policemen, beauracratic employees and lousy announcers are just not tolerable. After so many poor interactions, it is difficult for Taj to lift the whole experience of visitors.
It takes a lot more than great product and amazing service to deliver an unforgettable experience. Be sure that everything falls into place. Or else slip is inevitable!
Yes, the monument described above is our Taj, one of seven wonders of the world. Taj which is known for its brilliant architecture, clad in white marble and is an epitome of love. But even this splendid building can not undo the bad experience that visitors have in and around Taj.
Customer experience is sum of all interactions that customers have with product or service. One bad interaction can spoil the whole experience.
In case of Taj, interaction starts from parking where rates are not updated. Poor management of queues add to the woes of visitors and littering of horse-shit around the place just make things worse (and stinking too!). Lazy policemen, beauracratic employees and lousy announcers are just not tolerable. After so many poor interactions, it is difficult for Taj to lift the whole experience of visitors.
It takes a lot more than great product and amazing service to deliver an unforgettable experience. Be sure that everything falls into place. Or else slip is inevitable!
0 Comments so far »
Post a Comment