10
Jul
07

Frustrating Customer Experiences

I always run out of shampoo before I run out of conditioner. Everyone knows you never use as much conditioner as shampoo. You invariably end up buying the same bottle size then cursing your luck as you stand in the shower with a wheezing shampoo bottle. From that point, you are always off. You’ll always have more of one than the other.

Products “sold” as pairs rarely match up. For example, the average package of hot dogs has ten dogs. The average bag of hot dog buns holds eight. Is it intentional? Did the dog people and the bun people get together and decide that it made some sort of weird sense to sell more dogs in a package than buns? If so, they haven’t shared their secret reasoning.

I found a post on The Group of 6 that outlines three things companies might want to keep in mind:

1. Realize their customers have expectations.
2. Exceed their expectations.
3. Do better at that every single day.

With products like shampoo and hot dogs, my experience is tainted by frustration. I always know the experience isn’t as good as it could be. Imagine my loyalty to a company that takes away my expected frustration. You may have the best product in the world, but if the experience is frustrating, customers literally have one foot out the door at all times. Isn’t that loyalty worth two more hot dog buns?

Comments?

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2 Responses to “Frustrating Customer Experiences”


  1. July 16, 2007 at 6:02 am

    last time i bought hot dogs (tofu dogs actually) and rolls they actually matched up! I was surprised and very happy ..

  2. 2 Britt
    July 16, 2007 at 12:05 pm

    I never would have thought I’d need to go vegetarian to get my hot dogs and buns to line up:-)


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