Ryan T. Goodenough

Fighting for a Better CX

[David Pogue @Pogue]

Dear web: Could you PLEASE stop forcing “sign up for our newsletter” interrupty boxes every time we visit your site? If we wanted your newsletter, we’d click the Get Our Newsletter button. You’re just being obnoxious.

[Ryan T. Goodenough @ryguy417]

@FedExHelp Of course you can’t help. Wasn’t really a question. Just was hoping someone cares. #fraud #CX #CustomerExperience #customerservice thanks @FedEx Can’t wait for @eBay to say the same

[Ryan T. Goodenough @ryguy417]

@arcade_1up how do you order replacement bezels? Mine is scratched, but I don’t see anywhere to actually buy the ones you have online

[Ryan T. Goodenough @ryguy417]

@AmazonHelp Me: Can you deliver my package?
@UPS : No, it needs a signature.
M: @amazon , can you release the signature requirement?
A: No, we don't set that.
U: We don't set it, the shipper does.
A: UPS set it because your location isn't secure.
M: my home in the country? with 1 neighbor?

[Ryan T. Goodenough @ryguy417]

@AmazonHelp This is a pretty sad state of customer service. Bots and scripts that won't change. Agents who won't investigate issues. Force customers to social media to get visibility. Waste countless hours instead of fixing the damn issue. Good #CX, @amazon

[Ryan T. Goodenough @ryguy417]

@AmazonHelp Man, your customer service is TERRIBLE. Just totally unwilling to read the complaints and address the issue. Awesome. I spent weeks dealing with an issue with @SouthwestAir, but they finally got someone to listen and realize there WAS a problem. Be more like them, @amazon

[Ryan T. Goodenough @ryguy417]

@AmazonHelp Gee, thanks for not reading my answers at all, @amazon . Package is $60. I assure you that does not exceed a value limit.

[Ryan T. Goodenough @ryguy417]

@AmazonHelp @UPS .@UPS said it's @amazon requirement for a signature. They can't override your setting.

[Ryan T. Goodenough @ryguy417]

@AmazonHelp As I said in my tweets, they're from @UPS. The 3 most recent items that suddenly required signatures--after 8 years living at the same location with no signature requirement--consisted of $35 rolls of landscape fabric, some puzzles and bags for party favors, and hose protectors

[Ryan T. Goodenough @ryguy417]

@amazon @Twitter @UPS I love @amazon. I'm a huge supporter. I'm a big fan of @bezos and what's he's done. I spend more money there than I should. But THIS kind of interaction shows me that no matter how big you are, we're not spending enough time focusing on the customers.

[Ryan T. Goodenough @ryguy417]

@amazon @Twitter @UPS I've taken 4 calls over the past 24 hours and spent roughly 2 hours in chats. Neither company, @amazon or @UPS seem to be able to help. I genuinely believe there's nothing UPS can do. And Amazon will not help.

[Ryan T. Goodenough @ryguy417]

@SouthwestAir Again, I’m not trying to be difficult, but you’re literally doing exactly what you’re not supposed to do.

[Ryan T. Goodenough @ryguy417]

@SouthwestAir So your response is to, again, say it was the customer’s fault and to admit there’s a problem but don’t intend to fix it? And on top of that, refuse to do anything to make up for your mistake? I’m sure @gary_kelly would be thrilled to hear about it.

[Ryan T. Goodenough @ryguy417]

@SouthwestAir Also, you do understand this is a bug/problem in your system, RIGHT?? This is an operational dead end. Can you please escalate this to someone who cares about fixing the problem?

[Ryan T. Goodenough @ryguy417]

@SouthwestAir If I can’t do something, why let me get so far? Why would you not let me change? I couldn’t have known it wouldn’t work. And because your software didn’t let me change, I lost my tickets. I’m expecting you to make it right. @BBBUpstateNY @NYSDOT

[Ryan T. Goodenough @ryguy417]

@DeclanSh @panerabread Why just @panerabread ? @McDonalds and a lot of other companies are doing it. And should we resist change, or figure out how to accept change and make it work for everyone?

[Ryan T. Goodenough @ryguy417]

Check out my latest article: From Bug to the Seven Seas: Good Customer Experience Must Be More than Good Words https://t.co/9k8JJ0qkkX via @LinkedIn

[Ryan T. Goodenough @ryguy417]

@justericsmith Finally.

[Ryan T. Goodenough @ryguy417]

@WDINY Congrats, Bob!!