Smack dab in the middle of one of the worst IT-related customer experiences I’ve had of late, pops this tweet from CA Technologies: Are you delivering a painful customer experience? See for yourself in this new animation…
Rather than continue to metaphorically pull my hair out, as I had been doing, it seemed fated that I watch this video: Are You Delivering a Painful Customer Experience?
After watching it, it became clear to me that Yahoo needs help with both their business service reliability and their customer service skills. Having said that…the purpose of this blog is to shine a light on those B2B companies that produce awesome content, not really about the current failures of this free email provider. (The details of my Yahoo IT experience may be a story for another post, where I go into detail and shine a light of a different kind.)
No, this is a post about some fun content from CA Technologies that did two things:
- Discuss the concept of how IT relates to customer experience
- At exactly the moment in time this topic was on my mind
And it did both of those things with some cool animation and jaunty music.
We’ve all had painful IT-related customer experiences from the companies we do business with. Some are more frustrating than others. I appreciate how this video reminds the audience of that. And reminds us that 99% IT availability might not actually equal okey-dokeyness from the customer’s point of view.
If your business really is about customer service and IT is somewhere in the mix, make sure you understand how to make your customer experience as painless as possible. (Please, I’m begging you as a customer!)
Further Analysis
- Length
At 2:26 this video is just the right length for the type of content it shares. - Format
Love the animation style! - Salesy quotient
Very low
From my point of view, this video is mostly to entertain and help the audience understand if they need this kind of help. The call to action is brief (a URL appears at 2:12). Yay. - Educational quotient
Middling
There is enough information here to help someone understand why they would want to contact the company for help. Not a ton of info to educate about what that help would look like. But that’s ok–I don’t think this video is designed to provide a lot of educational content.
What do you think about this video? Does it do it for you? Or was I just so deep in a horrible IT-related situation that I was blinded by my own painful customer experience?