My experience with Amazon—how a bad product can lead to a good experience

A poor product performance needn’t dent your net promoter score. In fact, if you react appropriately, it may enhance it. Last week I purchased a window mount for a GPS device via Amazon. The product arrived in good condition and functioned effectively for a few hours. It then fell from the window having suffered a catastrophic failure; a rip in the rubber grommet resulted in the suction pad no longer sucking. This ensured a modicum of inconvenience as I was guided through the back roads of New Jersey with the GPS held in place by Blu-Tack—well consultants do have to be resourceful.

Simon Lunt23 September 2016feedback loops, voice of the customerComment

“He said that about us?"

People are always knowledgeable and passionate about their craft and about the tools they use. Many are flattered that we seek their opinions and thus willingly give their time. Over 90% of respondents participate in conversation, and more than 70% run over the allotted interview time—at their request.

Simon Lunt23 September 2016Customer R&D, branding, dots and patterns, voice of the customerComment

THE FRUITS OF RIOTOUS EXPERIMENTATION

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