Episode 43 Customers Don't Tell The Truth
During one of the core note speeches in Microsoft Digital Transformation Academy in Vegas, David Kidder, Co-founder of Bionic, mentioned a quote from the book "The Start-up Playbook": "Customers don’t tell the truth. See what they do, not what they say." It is not really a ground breaking line - I guess you may have heard about it before. But it indeed resonated with me right on the spot. That is so true. It reminded me of the experience with Citibank. I became a customer to Citibank when I moved to Chicago in 2015. Citi does a good job in basic debit and credit card services. But when things get wrong, going through customer service was such a pain. I switched to another bank recently, part of the reason being their customer service. There is always a "Please rate your experience with your customer service" at the end of the call. If I was lucky that day, I would rate, maybe 8 or 10. If the experience was bad, I would not bother staying online for an ext...