Another example of lack of empathy in the engineering / design of a business process workflow.
Originally posted on The Customer & Leadership Blog:
I get a letter
I got a letter through the post informing me that I was due for an eye test. Given that it has been several years since I had my eyes tested I welcomed the colourful reminder from Boots. I noticed that I could book an appointment online or by calling. At that moment I did not have a laptop handy so I chose to call. My call was picked up almost immediately and a helpful chap booked an appointment for me at the local Boots (Opticians) store.
How am I feeling? Happy. What kind of impression do I have of Boots? This is an organisation that has its act together: it has sent me a useful reminder, it has offered me several options, it has made it easy for me to book an appointment, and the fellow on the phone exuded human warmth.
I turn up at…
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