Really appreciate you for writing this article. As someone working at the intersection of product and customer experience (CX), I’ve noticed that these areas are often not well-integrated. The focus on core feature adoption/ utilization, PLG motions, and similar tactics frequently comes at the expense of delivering an experience that is not only useful and usable but also delightful—echoing your point about the opportunity to strengthen the bond between the customer and the brand.
While service recovery is more obvious in physical experiences, I believe there’s tremendous potential to explore it further in digital spaces, where similar issues frequently arise.
A recent example that comes to mind is Sonos’ misstep earlier this year. They complicated the app experience, frustrating users trying to manage their systems, and created a subpar customer service experience. Although they’ve since course-corrected with an improved roadmap of fixes, they failed to communicate their efforts to retain customer loyalty—missing a key opportunity to showcase their leadership and reinforce trust. I'm literally still annoyed about how to control volume when using Spotify and my Sonos speakers.
Thanks for the comment and for sharing your experience with Sonos. It definitely sounds (no pun intended) like they missed an opportunity to create a loyal customer.
Really appreciate you for writing this article. As someone working at the intersection of product and customer experience (CX), I’ve noticed that these areas are often not well-integrated. The focus on core feature adoption/ utilization, PLG motions, and similar tactics frequently comes at the expense of delivering an experience that is not only useful and usable but also delightful—echoing your point about the opportunity to strengthen the bond between the customer and the brand.
While service recovery is more obvious in physical experiences, I believe there’s tremendous potential to explore it further in digital spaces, where similar issues frequently arise.
A recent example that comes to mind is Sonos’ misstep earlier this year. They complicated the app experience, frustrating users trying to manage their systems, and created a subpar customer service experience. Although they’ve since course-corrected with an improved roadmap of fixes, they failed to communicate their efforts to retain customer loyalty—missing a key opportunity to showcase their leadership and reinforce trust. I'm literally still annoyed about how to control volume when using Spotify and my Sonos speakers.
Thanks for the comment and for sharing your experience with Sonos. It definitely sounds (no pun intended) like they missed an opportunity to create a loyal customer.