VLOG #56 – Do it right or leave it be
How much worth is intent? I intended to invite you for dinner, I even selected a restaurant, but then I did not actually invite you. How much credit does your spouse give you for that intent? Many companies, especially during these special circumstances of 2020, try to transform the customer experience so customers feel safe. In my experience, the sad reality is often that the intent is there, but the results fall short.
Why is that? Some are obvious, like this example at the gas station. I do know that Dover Fueling System is working on modernizing the experience when refueling the car and shopping in the convenience market at the gas station. Even grocery stores who tried to up their game have not delivered to the expectation of what I would like to see. QFC in Redmond allowed me to scan the articles with my phone, but to pay I still had to use a payment terminal. I could not use their app for the payment, that is like delivering 90% of the intent but not going all the way. But of course, I wished all stores would offer me the same experience as my favorite store.