Well-intentioned change, not-so-great impact

If a change you’re about to make has the potential to limit or negatively impact your customers’ experience with your platform, slow down and look at it through the lens of the customer. How will they think and feel about the change? Did you tell them in advance you were making this change and why? What actions will they take in response?

I just went through this frustration as a customer. A change was made without notice, it negatively impacted how I use the platform, and prompted me to reach out to their support team. I wonder how many others had this same experience… hundreds? Thousands?

I also wonder how many hours of support time within this company could have been avoided simply by considering things from the customer’s perspective?

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